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National Statistics
Publication, Part of

Data on written complaints in the NHS, 2016-17 Quarter 1, 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 Apr 2016


This 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.


Also published the same day as this report is the 2015-16 annual NHS written complaints report, this combines data from the previous 4 quarters of this report alongside complaints about GP and Dental services. A link to this report is provided below.


• There were 30,833 new HCHS written complaints in the first quarter of 2016-17.

• Over the period 28,584 complaints were resolved, of these 10,962 (38.4 per cent) were upheld, 7,723 (27.0 per cent) were partially upheld and 9,899 (34.6 per cent) were not upheld.


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Last edited: 23 June 2020 11:08 am