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Data on written complaints in the NHS, 2017-18 Quarter 1, Experimental

Publication date: 09:30 September 14, 2017

Summary

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.


Key Facts

•There were 26,948 new HCHS written complaints in the first quarter of 2017-18.


•Over the period 25,878 complaints were resolved, of these 8,685 (33.6 per cent) were upheld, 7,723 (29.8 per cent) were partially upheld and 9,470 (36.6 per cent) were not upheld.


Coverage

Date Range: 01 April 2015 to 30 June 2017
Geographical coverage: England
Geographical granularity: NHS Trusts, Hospital Trusts, Ambulance Trusts, Regional health body, Care Trusts, NHS Health Boards, Hospital and Community Health Services, Mental Health Trusts, Regions

Have a question? Call us on 0300 303 5678 or contact enquiries@nhsdigital.nhs.uk.

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