Part of Primary care written complaints guidance notes KO41b – GP collection
Summary information
All boxes in the Summary Information section require a value to be entered, 0 (zero) should be entered if there are no values for a field.
The summary information for complaints received refers to new complaints received during 2024-25 and open complaints brought forward from the previous year (2023-24).
In the Total Brought Forward box enter the total number of written complaints which remained unresolved at the end of the 2023-24 reporting period and which have been brought forward.
In the Total New box enter the total number of new written complaints received during 2024-25.
For the total of new complaints in 2024-25 and complaints brought forward from 2023-24, enter the number of those investigated and resolved in 2024-25. Resolved complaints should be recorded as either Upheld, Partially Upheld or Not Upheld.
Number upheld
Where substantive evidence is found to support the complaint, then the complaint should be recorded as upheld.
Number partially upheld
Where a complaint is made about several issues, if one or more of these (but not all) are upheld then the complaint should be recorded as partially upheld.
Number not upheld
Where there is no evidence to support any aspects of a complaint made, the complaint should be recorded as not upheld.
Total resolved
The Total Resolved value value will be completed automatically and will be equal to the sum of the values entered in the ‘Number Upheld’, ‘Number Partially Upheld’ and ‘Number Not Upheld’ boxes. This will be the total number of complaints resolved during 2024 - 2025.
Total carried forward
The Total Carried Forward value will also be completed automatically. This is the number of unresolved complaints which are the ‘Total Carried Forward’ to the next reporting period. This is the sum of ‘Total Brought Forward’ and ‘Total New Complaints’ less those ‘Total Resolved’. ((Total Brought Forward plus total New) minus Total Resolved)
In the example below the practice has 5 new complaints in the year, 2 are upheld and 2 are not upheld. The Total Resolved and Total Carried Forward values have been automatically calculated based on the values entered.
Click Save and Continue and proceed to the next section.
Age of patient
For new complaints only, enter the number of complaints received by the age of the patient by or on behalf of whom the complaint is made. Each box requires a value to be entered, 0 (zero) should be entered if there are no values for a field.
The 'Total New Complaints' value entered in the summary information section is displayed at the bottom of this section. The sum of the separate age categories must equal this or you will be unable to continue.
There is no separate box to enter an age total as we take the total from the Total New Complaints field.
When completed click Save and Continue to proceed to the next section.
Status of complainant
For new complaints only, enter the number of complaints received by complainant status (who the complaint is made by). Each box requires a value to be entered, 0 (zero) should be entered if there are no values for a field.
The 'Total New Complaints' value entered in the Summary Information section is displayed at the bottom of this section. The sum of the separate complainant categories must equal this or you will be unable to continue.
There is no separate box to enter a status of complainant total as we take the total from the Total New Complaints field.
When completed click Save and Continue and proceed to the next section.
Subject area
For new complaints only, enter the breakdown of complaints received by subject area. For the subject area section the form uses a two-step process:
- Tick the box of any appropriate categories where you have values.
- Then enter that value in the box that appears.
(See an example of this two-stage process in the Other KO41b form information section)
Only positive whole numbers should be entered. Any unticked boxes will be automatically counted as 0 (zero), therefore only tick and enter values in the boxes that are relevant.
The Subject Area Total box will be completed automatically, and the sum of the separate subject categories must be equal to, or greater than the total new complaints total (which is also displayed at the bottom of this section), or you will be unable to continue.
A complaint can be made concerning more than one subject area. If this has occurred, record the complaint under each relevant subject. Therefore, the subject area total must be equal to or greater than the total new complaints received in the period.
There is no separate box to enter a Subject Area Total as this total is automatically generated from the components you have entered.
When completed click Save and Continue and proceed to the next section.
Staff group
For new complaints only, enter the breakdown of complaints received by staff group. For the Staff Group section the form uses a two-step process:
- Tick the box of any appropriate categories where you have values
- Then enter that value in the box that appears.
(See an example of this two-stage process in the Other KO41b form information section)
Only positive whole numbers should be entered. Any unticked boxes will be automatically counted as 0 (zero), therefore only tick and enter values in the boxes that are relevant.
The staff group total box will be completed automatically, and the sum of the separate staff group categories must be equal to, or greater than the total new complaints total (which is also displayed at the bottom of this section), or you will be unable to continue.
A complaint can be made concerning more than one staff group category. If this has occurred, record the complaint under each relevant staff group. Therefore, the staff group total must be equal to or greater than the total new complaints received in the period.
Where a staff group cannot easily be assigned then these should be recorded under other / no staff involved.
Complaints against the general practitioner should be recorded under practitioner.
There is no separate box to enter a staff group total as this total is automatically generated from the components you have entered.
When completed click 'Save and Continue' and proceed to the next section, which is a review of the overall return.
Completing the KO41b data submission
Before submitting the data to NHS England there is an opportunity to review and change any aspects of the KO41b form on the final checking screen, by clicking 'Change'. This will take you back to the relevant part of the submission to make any amendments. If only making an amendment to a single value or section, once complete you can select 'Save and Skip to Summary' which will take you directly back to the review page. To avoid data being lost during this process, you may want to screenshot or image save this section to refer back to the values entered without having to re-open the return. See 'Editing a return after submission' section below for more information.
If the data is correct, press Submit which sends the completed data to NHS England.
Once you have submitted you will be presented with the Form submitted screen and provided with a reference number, please keep a copy of the reference in case you need to contact NHS England with regards to your submission.
Editing a return after submission (updated for 2024-25)
After completion and submission of your return you will be able to amend up until the end of the submission period. Log into the system and your record will still be visible.
By selecting 'Edit' under the Action heading you will be able to edit and re-submit the submission as required.
If editing and making changes OR reviewing and not making changes to an already submitted return, the following steps must be followed to avoid potential data loss:
Select 'Save and Continue' on every page of the return.
Select 'Submit' on the final 'Check your answers before sending page'.
Failure to perform these steps if editing OR reviewing a submitted return can result in loss of the data.
Last edited: 15 May 2025 7:57 am