Written complaints about NHS hospital and community health services in England have seen the biggest year-on-year rise since annual data was first published 12 years ago, new figures from The NHS Information Centre show.

Between 2008/09 and 2009/10 the number of complaints rose from 89,139 to 101,077; a 13.4 per cent rise and the largest year-on-year increase since the report; Data on Written Complaints in the NHS, was first published annually in 1997/98.

Previously the biggest annual increase was 10.6 per cent between 1999/00 and 2000/01. Since 1997/98 there has been an average annual increase of 1.1 per cent but the number of complaints fluctuates each year, with decreases in several other years by as much as four per cent (in 2006/07 and 2007/08).

The latest report shows that in 2009/10:

• The biggest percentage of written complaints (44.2 per cent or 44,682, compared to 44.9 per cent or 39,981 the previous year) concerned the medical profession, which includes staff in medical specialties including surgical sub specialties.
• The second highest percentage related to nurses, midwives and health visitors (22.0 per cent or 22,203 compared to 21.4 per cent or 19,111 the previous year). This was followed by NHS trust administrative staff at 8.5 per cent or 8,635 (compared to 10.0 per cent or 8,932 the previous year).
• The highest percentage of written complaints by subject related to all aspects of clinical treatment. These increased by 0.8 percentage points from the previous year to reach 42.2 per cent or 42,727 of all complaints.
• The second highest percentage related to attitude of staff (at 12.2 per cent or 12,331, compared to 12.6 per cent or 11,332 the previous year). This was followed by delays or cancellations to outpatient appointments at 10.6 per cent or 10,710, compared to 10.9 per cent or 9,738 the previous year.

The report is mandatory for all NHS hospital and community services apart from NHS foundation trusts, for which it is voluntary; 18 foundation trusts did not supply any data.

Today's report also includes figures on written complaints about family health services, which includes general practice and dentistry, and shows a 4.4 per cent (2,158) increase in complaints from the previous year to reach 50,755 in 2009/10.

The highest percentage of written complaints in family health (at 60.3 per cent or 30,623 compared to 60.5 per cent or 29,411 the previous year) concerned medical service. This includes GPs but may also include GP Nurses and pharmacy services.

The second highest percentage related to general practice administration, at 19.5 per cent or 9,889 compared to 18.6 per cent or 9,042 the previous year.

NHS Information Centre chief executive Tim Straughan said: This report shows the biggest annual rise in written complaints about NHS hospitals and community services for 12 years.

However it is important to bear in mind that there has been a substantial increase in NHS activity in England over time. For example, information from two of our other data collections show that hospital admissions increased by 28 per cent between 1998-99 and 2008-09, while GP consultations increased by an estimated 44 per cent between 1998 and 2008.

The full report can be accessed at: www.ic.nhs.uk/pubs/nhscomplaints0910

ENDS

Notes to editors

1. The NHS Information Centre is England's authoritative, independent source of health and social care information. It works with more than 300 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. 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 IC via the KO41 form, this is voluntary for foundation trusts. In 2009-10 the majority of foundation trusts did send a return however 18 foundation 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 (101,308) does not match the actual total number of complaints which is 101,077.
5. Hospital & Community Health Care (HCHS) includes all areas within medical & non medical staff groups of the NHS
6. Medical specialities include all medical specialities (including surgical sub-specialities)
7. Nursing, midwifery and health visiting includes areas where care is provided by nurses, midwives and health visitors
8. Hospital admissions data can be accessed at www.hesonline.nhs.uk. GP consultation data is from the report: Trends in consultation rates in General Practice - 1995-2009, which can be accessed at: statistics-and-data-collections/primary-care/general-practice/trends-in-consultation-rates-in-general-practice--1995-2009.
9. For media enquires please call 0845 257 6990 or contact:

• Sarah Dahlgren on 0113 254 7272, sarah.dahlgren@ic.nhs.uk
• Kristina Fox on 0113 2547120, Kristina.fox@ic.nhs.uk