- We received 3,334 enquiries. This was 60.1% less than this time last year.
- We completed 28 detailed investigations. This was 342 fewer detailed investigations compared to the same time period last year.
|
|
April to June 2019 | April to June 2020 |
|---|---|---|
| All enquiries received | 8,356 |
3,334 |
| Decided following primary investigation (closed) |
1,714 |
787 |
| Ongoing NHS detailed investigations (open at end of the quarter, including in queue) | 756 | 574 |
| Ongoing Parliamentary detailed investigations (open at end of the quarter, including in queue) | 82 | 81 |
| Detailed health investigations completed | 348 | 21 |
| Detailed Parliamentary investigations completed | 22 | 7 |
| Total detailed investigations completed | 370 | 28 |
We investigate complaints about the NHS in England and UK government departments and their agencies.
Enquiries
Enquiries received are the number of concerns we saw about the NHS in England and UK government departments and their agencies. Many customers come to us seeking advice on where and how to complain and we provide them with that information. Where customers have completed the service provider's complaints process, the enquiry is taken on as a complaint to be assessed.
Primary investigations
Primary investigations are the number of complaints we considered in further detail. Once we have looked at matters such as the length of time since the customer became aware of events and the availability of a legal remedy, complaints will be accepted for investigation if it appears there maybe an outstanding injustice due to service failure or maladministration.