NHS England reveals NHS receives 3,000 complaints a week

29 August 2013

NHS England reveals NHS receives 3,000 complaints a week

NHS England has announced that the NHS receives 3,000 complaints a week - with nearly half against medical professionals and that over a third of NHS organisations were unable to provide complete information and data on GP practices within their own catchment area.

The official data compiled revealed that the NHS in England receives more than 3,000 complaints a week, with the highest number of complaints being against hospital medical professionals (including hospital doctors and surgeons), accounting for 47.1 per cent of overall complaints.

The total number of complaints, including for family services, was 162,019 in 2012 to 2013 - the equivalent of more than 3,000 written complaints every week.

The second largest group to receive complaints was nursing, midwifery and health where the figure was 22.1 per cent. The overall trend revealed in this area was that of the total complaints, the largest percentage related to treatment, then the attitude of staff with the next major area of complaints focusing on communication and information given to patients.

Outpatient delays and cancellations accounted for almost 9,000 complaints while more than 6,000 related to arrangements over admissions, transfers and discharge from hospital.

A separate category relates to GP and dental complaints, of which there were 52,703 in 2012/13.

As well as the levels of complaints featured as a result of the official data, it was discovered that over  a third of NHS organisations (65 out of 150) were unable to provide complete data on GP practices in their area, almost twice as many as the previous year.

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