The uphold rate is the total of fully upheld and partly upheld complaints. We completed 375 investigations in the year. The figures shown above do not add up to 375 because two of these investigations were about the Healthcare Commission which worked at a national level. Both of these were upheld.
Complaints investigated and reported on, by organisation type
The uphold rate is the total of fully upheld and partly upheld complaints.
Top health organisations, ranked by complaints investigated and reported on
4 organisations had 5 complaints investigated and reported on, generating a list of 9 organisations overall.
Volume of complaints can provide an early warning of failures in service delivery, but a high number of complaints does not necessarily mean poor performance. It could mean that information provided by organisations about how to make a complaint is good. Many other factors can affect the volume of complaints, including the size of the organisation and the size and make-up of the population it serves.