Reasons for complaints
Issues raised about the NHS
|
Clinical care and treatment |
98% |
|
Communication and information (including confidentiality) |
35% |
|
Diagnosis - delay, failure to diagnose, misdiagnosis |
28% |
|
Attitude of staff |
28% |
|
Access to services |
19% |
|
Medication |
14% |
|
Funding |
12% |
|
Discharge from hospital and coordination of services |
8% |
|
Records |
7% |
These figures are based on the 4,739 complaints where we identified issues and resolved the complaint without the need for a formal investigation. Complaints which are taken forward for formal investigation are assigned further keywords according to the issues we identify when investigating the complaint.
The numbers add up to more than 100% because some complaints involve more than one issue.
Issued raised about NHS complaint handling
|
|
|
|
Poor explanation |
33% |
|
No acknowledgement of mistakes |
32% |
|
Inadequate financial remedy |
14% |
|
Response incomplete |
12% |
|
Inadequate other personal remedy |
12% |
|
Factual errors in response to complaint |
10% |
|
Unnecessary delay |
10% |
|
Inadequate apology |
9% |
|
Failure to act in accordance with law and relevant guidance |
6% |
These figures are based on the 4,739 complaints where we identified issues and resolved the complaint without the need for a formal investigation. Complaints which are taken forward for formal investigation are assigned further keywords according to the issues we identify when investigating the complaint.
The numbers add up to more than 100% because some complaints involve more than one issue.