Increase in complaints on NHS services highest for 12 years

The rise in written complaints on NHS hospital and community services in England is the highest it has been in 12 years, according to a new report.

The report, published by the NHS Information Centre, has revealed that there were 101,077 written complaints made between 2009-10. The figure for the previous year was 89,139; an increase of 13.4% from 2009-10. This marks the highest year-on-year increase in complaints since the report, Data on Written Complaints in the NHS, was first published in 1998.

Since 1997-98, the volume of complaints increased on average by 1.1% each year. The latest report shows that in 2009-10: 

• Most written complaints (44.2%) concerned the medical profession, including staff in medical specialties and surgical sub specialties.
• A substantial amount of complaints (22%) related to nurses, midwives and health visitors.
• A further 8.5% of complaints concerned NHS trust administrative staff. 
• Attitude of staff was cited in 12.2% of all written complaints.
• Over 10.5% of complaints related to delays or cancellations to outpatient appointments.

This report compiles findings from all NHS hospital and community services and all but 18 NHS foundation trusts.