Data on Written Complaints in the NHS, 2021-22

A written complaint is one that is made in writing to any member of NHS staff, organisation, NHS England region, or is originally made orally and subsequently recorded in writing.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 completed with information about written complaints regarding hospital and community health services (HCHS) made by, or on behalf of, patients within each quarter within the year (in the period 1 April to 31 March). HCHS organisations are required to complete and submit a return. From 2022-23 onwards this will move to an annual collection and publication frequency.

KO41b: Is completed with information about written complaints regarding GP and Dental practices made by, or on behalf of, patients in the period 1 April to 31 March.

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 it should be recorded as partially upheld.