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The outcomes we secured through our interventions included apologies, compensation and securing changes to prevent the same problems occurring again.

In 230 complaints last year we resolved the matter by working with the complainant and the health body to reach a swift and satisfactory conclusion, without the need for a formal investigation. 44 per cent of the complaints we resolved through intervention involved an apology and 32 per cent involved action by the body to put things right.

3. Where a complaint is resolved, there may be more than one outcome, for example, an apology and a compensation payment. This is why the total number of outcomes is greater than the number of complaints resolved by intervention or through investigation.