Just over 148,000 written complaints about the health service in 2010-11 were reported to the NHS Information Centre for its annual collection; a 2.4 per cent (3,700) decrease in reported complaints compared to the previous year.

However, 29 foundation trusts (FTs) did not report any data in 2010-11, compared to 18 in the previous year, according to Data on written complaints in the NHS - 2010-11, a collection that is voluntary for FTs.

Considering the 352 trusts who reported data for both 2010-11 and for the previous year; total written complaints increased by 0.3 per cent; from 145,000 to 145,400.

Today's report presents data reported through two collections – one for family health services and one for hospital and community health services, which is voluntary for FTs. It also includes for the first time published data about the subject area of complaint down to NHS trust level.

Between 2009-10 and 2010-11, the total number of written complaints reported on by the NHS Information Centre:

• about family health services saw a slight decrease of 50 (0.1 per cent); from 50,760 to 50,710.
• about hospital and community health services, considering all organisations taking part, decreased by 3.6 per cent from 101,100 to 97,500. However considering only organisations who took part in both years, there was a 0.5 per cent increase from 94,200 to 94,700.

For family health services (including GPs and dentists) in 2010-11;

• The medical area received the most written complaints of any service area (30,780); accounting for three in five (61 per cent) of complaints recorded. This type of complaint increased by 0.5 per cent on the previous year (when there were 30,620 complaints of this type; accounting for 60 per cent of all complaints).
• The subject most complained about was clinical service, which accounted for one in three (35 per cent) of complaints (17,470). This type of complaint increased by seven per cent on the previous year (when there were 16,300 complaints of this type; accounting for 34 per cent of all complaints)

For NHS hospitals and community services in 2010-11:

• The medical profession received the most written complaints of any service area; accounting for just under 45 per cent (43,600) of complaints recorded. Nurses, midwives and health visitors accounted for the second biggest amount at just over a fifth (21,500) of complaints. This is similar proportion to the previous year.
• The subject most complained about was “all aspects of clinical treatment”, which accounted for 44 per cent of complaints (43,200). This type of complaint increased from 42 per cent in the previous year.

NHS Information Centre chief executive Tim Straughan said: “Data about 148,200 complaints was submitted to this report, but I would encourage all foundation trusts to report their complaints to us, so that future reports can tell the complex story based on information from every trust.

“It appears that medical and clinical aspects of care remain the biggest area of complaint within the NHS.”

Read the full report at www.ic.nhs.uk/pubs/nhscomplaints1011

ENDS

Notes to editors

1. The NHS Information Centre is England's authoritative, independent source of health and social care information. It works with a wide range of health and social care providers nationwide to provide the facts and figures that help the NHS and social services run effectively. Its role is to collect data, analyse it and convert it into useful information which helps providers improve their services and supports academics, researchers, regulators and policymakers in their work. The NHS Information Centre also produces a wide range of statistical publications each year across a number of areas including: primary care, health and lifestyles, screening, hospital care, population and geography, social care and workforce and pay statistics.
2. All complaints referred to in this press release are written complaints. A written complaint is one that is made in writing to any member of Trust or PCT staff, or is originally made orally and subsequently recorded in writing. Once it is so recorded, it should be treated as though it was made in writing from the outset. Complaints and comments/suggestions that do not require investigation should not be included. Complaints are collected between 1 April and 31 March each year
3. The complaints data is returned to The NHS IC via the KO41 form, this is voluntary for foundation trusts. In 2010-11 the majority of foundation trusts did send a return however 29 foundation trusts did not submit any data. In 2009-10, 18 trusts did not submit any data.
4. A complaint can be made concerning more than one subject area. Where this has occurred, some organisations have recorded a complaint under each subject area contained within the complaint letter received. Therefore the total number of complaints by subject (97,850) does not match the actual total number of complaints which is 97,463.
5. Total complaints figures and those for NHS Hospital & Community Health Services have been rounded to the nearest 100. Figures for Family Health Services have been rounded to the nearest 10.
6. For media enquires please call 0845 257 6990 or contact media enquiries@ic.nhs.uk