Latest NHS complaints figures published

Latest figures on written complaints against NHS organizations, published today, show a 4% decrease in the number of written complaints about hospital and community health services in the past year.

Written complaints against family health services have also declined slightly, now standing at 42,592 – down 2% from 2005-2006. The figures have remained almost static for the past five years.

The data from the Information Centre (IC) for health and social care show a decline in written complaints about hospital and community health services from 95,047 in 2005-06 to 90,801 in 2006-07. The figures are down from a peak of 95,734 in 2000-01.

The report also shows that between 1 April 2006 and 31 August 2006, 75% of complaints against hospital and community health services (HCHS) were concluded within the time limit of 20 working days.

Some 42% of complaints were against medical staff; 22% were against nursing, midwifery and health visiting staff; while 10% were against trust administrative staff

Of complaints made, 38% were against all aspects of clinical treatment; 12% were about the attitude of staff; while 11% were about cancellation and delays to outpatient appointments; 10% of complaints were based on communication and information provided to patients.

The IC said the proportions are similar to figures from 2005-06.

Tim Straughan, acting chief executive of the IC said: “Today’s report is important at both the local and national level. Locally, NHS organisations can use the information to help plan and improve their services and nationally, the data helps monitor patient satisfaction across the whole NHS.”

The full report can be seen at www.ic.nhs.uk/pubs/nhscomplaints0607