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Publication, Part of

Data on Written Complaints in the NHS, 2023-24

National statistics, Accredited official statistics

Publication Date:
17 Oct 2024
Geographic Coverage:
England
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 2013 to 31 Mar 2024
Accredited official statistics logo.

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Data on Written Complaints in the NHS, 2023-24

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Introduction
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Summary

This publication shows a count of written complaints made by (or on behalf of) patients, received between 1 April 2023 and 31 March 2024 in England. The two data collections are:

i) KO41a – NHS Hospital and Community Health Services (HCHS)

ii) KO41b – Primary Care (GP and Dental)

Key Facts

All NHS Written Complaints: (Hospital and Community Health Services and Primary Care)

  • The total number of all reported written complaints in the NHS in 2023-24 was 241,922, an increase of 12,464 (5.4%) from 2022-23 (229,458).

 

Hospital and Community Health Services (HCHS)

  • Within HCHS there were 107,745 complaints in 2023-24, an increase of 3,871 (3.7%) from 2022-23 (103,874).
  • The proportion of complaints being fully upheld was 26.4%.
  • The largest proportion of new complaints received by individual subject area was Communications with 17.1%.

 

Primary Care (GP and Dental)

  • Within primary care there were 134,177 complaints in 2023-24, an increase of 8,593 (6.8%) from 2022-23 (125,584).
  • The proportion of complaints being fully upheld was 31.6%.
  • The largest proportion of new complaints received by individual subject area in General and Dental Practices was Clinical Treatment with 14.0% (GP) and 25.6% (Dental).

Last edited: 17 October 2024 9:31 am