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National Statistics
Publication, Part of

Data on written complaints in the NHS, 2015-16 Quarter 2, Experimental

National statistics
Publication Date:
Geographic Coverage:
Geographical Granularity:
Ambulance Trusts, Care Trusts, Clinical Commissioning Groups, Hospital and Community Health Services, Hospital Trusts, Hospital Sites, Independent Sector Health Care Providers, Mental Health Trusts, NHS Trusts, GP practices, Regions, Dental practices
Date Range:
01 Apr 2015 to 30 Sep 2015


This new quarterly collection (annual prior to 2015-16) is a count of written complaints made by (or on behalf of) patients. Data are collected via the KO41a and are for complaints about NHS Hospital and Community Health Services (HCHS) in England. The data relates to the complaints arrangements introduced in April 2009.


The results within this publication are provisional and experimental and so care should be taken when interpreting the results


The NHS complaints procedure is the statutorily based mechanism for dealing with complaints about NHS care and treatment and all NHS organisations in England are required to operate the procedure.


Note: this does not include GP and Dental complaints which are collected separately, on an annual basis, the latest available information is available via the second link below.

Key Facts

Main findings  in 2015-16: Quarter 2 (July - September)


Hospital and Community Health Services (HCHS) written complaints


• There were 12,900 complaints brought forward from the previous period.
• There were 27,900 new HCHS written complaints in the second quarter of 2015-16
• Over the period 24,500 complaints were resolved, of these 9,580 (39.1 per cent) were upheld, 6,500 (26.5 per cent) were partially upheld and 8,430 (34.4 per cent) were not upheld.
• At the end of quarter two, 16,200 complaints remained unresolved. These are carried forward to the next quarter.


New complaints
Of the 27,900 new complaints:
• Nearly half (45.2 per cent) of all complaints are raised by patients.
• The majority of new complaints (25.1 per cent) have been made by or on behalf of patients (with a known age) who are between 26 and 55 years old.
• There were 31,800 complaints by service area, the largest proportion was attributed to inpatient services with 27.6 per cent followed by outpatient services at 24.2 per cent
• There were 45,200 complaints by subject area, of which 14,900 were complaints about clinical treatment .  The largest proportion of complaints received by individual subject area (including the 12 sub-categories for clinical treatment) was attributed to communications with 12.0 per cent followed by the clinical area of general medicine at 11.2 per cent.
• There were 36,300 complaints by profession. The largest proportion was attributed to medical with 40.8 per cent followed by nursing at 21.6 per cent.


Related Links

Last edited: 28 September 2020 3:14 pm