Response to NHS Digital’s publication of statistics on NHS written complaints 2017-18
Response to NHS Digital’s publication of statistics on NHS written complaints 2017-18.
We have issued the following statement to national, trade and regional press following NHS Digital’s annual publication of statistics on NHS written complaints recently (06 September 2018). Overall complaints rose slightly compared to last year (208,626, up 0.1 per cent on last year). Data showed a rise in complaints about primary care (4.5 per cent) and a drop in complaints about secondary care (3.3 per cent). The data is here Data on Written Complaints in the NHS, 2017-18Opens in a new window.
In response to the publication today of Data on Written Complaints in the NHS, 2017-18 by NHS DigitalOpens in a new window,
Parliamentary and Health Service Ombudsman Robert Behrens recently said:
'NHS staff are working under immense pressure. It is a credit to them that the data does not show a significant increase in complaints overall.
The NHS complaints process is an essential channel to improving public services and we encourage people to speak up when things go wrong.
We owe it to the NHS’s dedicated and skilled workforce to talk about mistakes in an open and transparent way enabling organisations to learn from them, make improvements and ensure they are not repeated.'
The Parliamentary and Health Service Ombudsman provides an independent and impartial complaint handling service for complaints that have not been resolved by the NHS in England and UK government departments.
We look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or has given a poor service and not put things right.
We share findings from our casework to help Parliament scrutinise public service providers and to help drive improvements in public services and complaint handling.
In 2017-18, we handled 24,664 complaints and completed 2,355 investigations about the NHS.
Latest News from
Draft Public Service Ombudsman Bill laid in Parliament05/12/2016 12:37:21
A new complaints body will provide the public with greater confidence that their voices have been heard.
Motorist not caused injustice by toll bridge charges18/02/2019 11:15:00
A Local Government and Social Care Ombudsman investigation has found a motorist was not caused any injustice when he was charged a penalty for not paying a toll to cross the Mersey Gateway Bridge.
East Riding council did not do enough to protect toddler from harm08/02/2019 09:15:00
A toddler was left with life-long injuries after East Riding of Yorkshire Council missed opportunities to protect him from his mother’s violent partner, a Local Government and Social Care Ombudsman investigation has found.
Councils urged to check their parking policies following Ombudsman investigation01/02/2019 12:15:00
Councils across England are being urged to ensure they are using the correct legislation to issue parking fines at country parks following a Local Government and Social Care Ombudsman investigation into Kent County Council.
Ombudsman responds to Committee report on ethical standards31/01/2019 09:15:00
The Local Government and Social Care Ombudsman has welcomed the Committee on Standards in Public Life's report on Local Government Ethical Standards.
Barnet council fails to follow up on community centre noise complaint25/01/2019 09:15:00
Barnet council has been told to carry out more monitoring of excessive noise at a community centre in the borough following a second investigation by the Local Government and Social Care Ombudsman.
Norfolk council failed two boys with Special Educational Needs17/01/2019 09:15:00
Norfolk County Council’s provision for children with special educational needs (SEN) has been criticised in two separate investigations after the Local Government and Social Care Ombudsman revealed it had already upheld nine similar complaints.
Ombudsman welcomes National Audit Office report15/01/2019 16:25:00
The Local Government and Social Care Ombudsman has today welcomed the National Audit Office's (NAO) report on local authority governance.