Publication, Part of Data on Written Complaints in the NHS
Data on Written Complaints in the NHS, 2021-22 Quarter 3 and Quarter 4
National statistics, Accredited official statistics
Review of the frequency of the KO41a secondary care complaints collection and publication
Considering the organisational restructure taking place across the NHS in 2022-23 and other factors affecting the return, we are currently reviewing the collection and publication cycle of the KO41a for the 2022-23 year. Primarily, we are looking to move to a single, annual collection and publication. We will be engaging with users to fully understand the impact of any suggested changes. If you would like to engage with us as we conduct this review, please contact us at [email protected]. Users will be notified of changes as soon as possible after the review has been completed.
7 July 2022 09:30 AM
Definitions
A written complaint for the purpose of this publication is one that is made in writing to any member of NHS staff, organisation, NHS England region, or is originally made orally and subsequently recorded in writing. The NHS organisation must then investigate the complaint and provide a response to the complainant.
KO41a: Is the data return which NHS organisations are required to complete. It contains information about complaints regarding Hospital and Community Health Services (HCHS) made by, or on behalf of, patients in the reporting period.
Resolved: A complaint should be recorded as resolved if it is investigated and either upheld, partially upheld or not upheld.
Upheld: If substantive evidence is found to support the complaint, then the complaint should be recorded as upheld.
Not upheld: If there is no evidence to support any aspects of a complaint made, the complaint should be recorded as not upheld.
Partially upheld: If a complaint is made about several issues and one or more, but not all, are upheld then the complaint should be recorded as partially upheld.
Last edited: 6 July 2022 2:39 pm