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• Foreword
• Our work
  • How we work
  • Sharing information and learning
• Case studies
  • Unfair removal from GP patient lists
    • A terminally ill mother removed from a GP’s patient list
    • Mother and baby removed without warning
    • Patient removed after disagreement with the practice manager
    • Removal after a dispute about missing medical records
  • Communication and complaint handling
    • Ignored and excluded from their son’s care
    • Kept in the dark about their father’s illness
    • Expert patient’s requests for medication ignored
    • Failure to understand a life threatening condition
    • Left feeling that ‘complaining gets you nowhere’
    • A flawed investigation into an alleged assault
    • A two year wait for answers
• Statistics
  • Our year at a glance
  • National data
    • Issues raised about poor care or treatment
    • Issues raised about complaint handling
    • Intervention outcomes
    • Investigation outcomes
  • NHS complaint handling by region and body type 2010-11
    • Complaints received by strategic health authority region
    • Health complaints received by body type
    • Health complaints received by SHA region and body type
    • Interventions by SHA region
    • Complaints accepted for formal investigation by SHA region
    • Health complaints accepted for formal investigation by body type
    • Complaints investigated and reported on by SHA region
    • Complaints investigated and reported on by body type
  • Complaint outcomes
    • Complaints received
      • Issues raised about poor care or treatment
      • Issues raised about complaint handling
      • Complaints received by strategic health authority region
      • Health complaints received by body type
      • Top ten health bodies by complaints received
      • The biggest changes in complaints received about health bodies
    • Interventions
      • Interventions by SHA region
      • Intervention outcomes
      • Top ten health bodies by interventions
    • Complaints accepted
      • Complaints accepted for formal investigation by SHA region
      • Health complaints accepted for formal investigation by body type
      • Top ten health bodies by complaints accepted for investigation
    • Complaints reported on
      • Investigation outcomes
      • Complaints investigated and reported on by SHA region
      • Complaints investigated and reported on by body type
      • Top ten health bodies by complaints investigated and reported on
  • Most frequently complained about NHS bodies
    • Top ten health bodies by complaints received
    • The biggest changes in complaints received about health bodies
    • Top ten health bodies by interventions
    • Top ten health bodies by complaints accepted for investigation
    • Top ten health bodies by complaints investigated and reported on
  • Look up complaints figures by..
• Looking to the future