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National Statistics

Data on Written Complaints in the NHS - 2013-14 [NS]

14:32 May 31, 2015 - 09:30 August 28, 2014
Publication date: August 28, 2014
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Summary

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. This annual collection is a count of written complaints made by (or on behalf of) patients, received between 1 April 2013 and 31 March 2014 and also includes experimental information on upheld complaints.

For Information: The HSCIC is currently consulting on proposed changes to the range and the frequency of collection of, data used to produce the NHS Complaints statistical publication.  The consultation closes on the 5 September 2014.  Details of the proposed changes and how to respond to the consultation are available here: http://www.hscic.gov.uk/complaintsconsultation

Key facts

Main findings in 2013-14:
 
Total complaints (Hospital and Community Health Services and Family Health Services)
  • Total number of all written complaints reported in 2013-14 was 174,872 the equivalent of more than 3,300 written complaints a week over the year.
Hospital and Community Health Services (HCHS)
  • Total number of all HCHS written complaints reported has increased by 4,992 (4.6 per cent) from 109,316 in 2012-13 to 114,308 in 2013-14.
  • The biggest proportion of HCHS written complaints by profession were for the Medical profession (which includes hospital doctors and surgeons) with 45.6 per cent (52,123) of all HCHS reported written complaints. Nursing, Midwifery and Health Visiting accounted for the second biggest at 21.7 per cent (24,793). For 2012-13 the proportions were 47.1 per cent and 22.1 per cent respectively.
  • 45.6 per cent (52,330) of all HCHS written complaints reported are for the subject area All aspects of clinical treatment.  This is a slightly lower proportion than last year’s figure of 46.2 per cent (51,071).
Family Health Services (GP & Dental)
  • Total number of all FHS written complaints reported in 2013-14 was 60,564. We are unable to provide comparisons with previous years.
  • 40.3 per cent (24,405) of all FHS written complaints reported were for the Medical service area. We are unable to provide comparisons with previous years.
  • 36.3 per cent (22,202) of all FHS written complaints reported are for the subject area Clinical. We are unable to provide comparisons with previous years.

Resources

Coverage

Date Range: April 01, 2008 to March 31, 2014
Geographical coverage:
England
Geographical granularity:
NHS Trusts
Ambulance Trusts
Mental Health Trusts
Hospital Trusts
Community health services
Hospital and Community Health Services
Regional health body
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