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Data on written complaints in the NHS, 2016-17 Quarter 4, Experimental

16:02 July 21, 2017 - 09:30 June 09, 2017

Publication date: June 09, 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 2015-16 annual NHS written complaints report is provided below.

Key facts

• There were 29,733 new HCHS written complaints in the fourth quarter of 2016-17.

• Over the period 27,176 complaints were resolved, of these 9,281(34.2 per cent) were upheld, 8,033 (29.6 per cent) were partially upheld and 9,862 (36.3 per cent) were not upheld.