Issues raised about complaint handling
This image shows the most common reasons complainants gave us for being unhappy with the way the NHS handled their complaint. Poor explanations and failure to acknowledge mistakes account for over a third of the reasons given by complainants.2
2. The keywords in this image reflect the issues raised by complainants. We assign keywords to complaints that are not taken forward at our discretion or because they are premature. Complaints which are taken forward for investigation are assigned further keywords according to the issues we identify when investigating the complaint.
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Interventions
Complaints resolved by intervention
230
Complaints accepted
Complaints accepted for formal investigation
351
Complaints reported on
Complaints investigated and reported on
349
