28.08.14
NHS complaints rise to 480 every day – HSCIC
Written complaints made to the NHS in 2013-14 totalled 174,900, the equivalent of 480 a day, a new report by the Health and Social Care Information Centre (HSCIC) has revealed.
The figures report that NHS hospitals and community health services complaints stood at 114,300, up 4.6% from the previous year, and 60,600 written complaints were made about family health services.
Overall, there has been an 8% rise in NHS complaints since 2012-2013, with the most complaints in a single area - 34,400 - focused on inpatient hospital care.
Of complaints received about NHS hospitals, the subject that topped the figures was ‘all aspects of clinical treatment’ at 45.6%, followed by ‘attitude of staff’ at 11.6%. These were also the highest subjects to receive the most complaints in family health services.
The highest increase in complaints received overall was for the profession of ‘ambulance crew’ who received 28.5% more than the previous year.
Kingsley Manning, chair of the HSCIC, said:“Our latest figures show that the NHS is receiving a large number of written complaints each day. Today’s report also shows a rise over the last year in the number of written complaints made against NHS hospitals and community services.
“I’m sure staff who manage NHS complaints will want to pay close attention to these statistics.”
Anna Bradley, the chairman of Healthwatch England, said that the report is just the “tip of the iceberg” when it comes to complaints about health and social care in the UK.
“The need to improve the way the complaints system operates is well documented and we have been working with the government to simplify the often baffling process for patients and their families,” she said. “But for things to work properly, health professionals clearly need to do more to make people feel less intimidated about making their voices heard.”
A Department of Health Spokesperson added that it welcomes the fact that more people have felt able to raise their concerns with hospital trusts, “as listening to patients is one of the best ways to improve standards and this has been a priority in the wake of the appalling events at Mid Staffs”.
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