- We received 8,354 enquiries
- Which was 20.8% more than this time last year.
- We completed 349 investigations
- We completed 103 fewer investigations compared to the same time period last year.
|July to September 2018||July to September 2019|
|All enquiries received||6,916||8,354|
|Assessments: enquiries we take a closer look at (closed or passed on)||1,871||1,728|
|Ongoing NHS investigations (open at end of the quarter, including in queue)||1,195||688|
|Ongoing Parliamentary investigations (open at end of the quarter, including in queue)||87||74|
|Total completed health investigations||418
|Total completed Parliamentary investigations||28||29|
|Total investigations completed||446||349|
We investigate complaints about the NHS in England and UK government departments and their agencies.
Enquiries received are the number of concerns we saw about the NHS in England and UK government departments and their agencies. Many customers come to us seeking advice on where and how to complain and we provide them with that information. Where customers have completed the service provider's complaints process, the enquiry is taken on as a complaint to be assessed.
Assessments are the number of complaints we considered in further detail. Once we have looked at matters such as the length of time since the customer became aware of events and the availability of a legal remedy, complaints will be accepted for investigation if it appears there maybe an outstanding injustice due to service failure or maladministration.