July to September 2021 performance statistics

Graphic highlighting data from the chart in the main table
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  • We received 8,775 enquiries, which was 7.7% less than this time last year.
  • We completed 155 detailed investigations, 22 more detailed investigations compared to the same time period last year.

 

July to September 2020 July to September 2021
All enquiries received 9,507    
 
8,775
Decided following primary investigation (closed)

1,557    
 

2,107
Ongoing NHS investigations (open at end of the quarter, including in queue) 465     447
Ongoing parliamentary investigations (open at end of the quarter, including in queue) 67    75
Total detailed health investigations completed 106   131
Total detailed parliamentary investigations completed 27     24
 
Total investigations completed 133     155

 

We investigate complaints about the NHS in England and UK government departments and their agencies.

Enquiries

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.

Primary investigations

Primary investigations 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.