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National Statistics
Publication, Part of

Data on written complaints in the NHS, 2017-18 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 2017


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 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.

As well as quarterly reports NHS Digital also produce an annual report, a link to the 2016-17 annual NHS written complaints report is provided below.

We welcome feedback on the methodology and tables within this publication. Please email us with your comments and suggestions, clearly stating 'NHS Written Complaints' as the subject heading, via or 0300 303 5678

Key Facts

• There were 29,152 new Hospital and Community Health Service (HCHS) written complaints in the second quarter of 2017-18.

• Over the period 27,104 complaints were resolved, of these 9,198 (33.9 per cent) were upheld, 8,150 (30.1 per cent) were partially upheld and 9,756 (36.0 per cent) were not upheld.


Related Links

Last edited: 28 September 2020 3:17 pm