- We received 6,580 enquiries, which was 21.2% less than this time last year.
- We completed 194 detailed investigations. This was155 fewer detailed investigations compared to the same time period last year.
|
|
July to September 2019 | July to September 2020 |
|---|---|---|
| All enquiries received | 8,354 |
6,580 |
| Decided following primary investigation (closed) |
1,720 |
1,013 |
| Ongoing NHS investigations (open at end of the quarter, including in queue) | 688 | 596 |
| Ongoing parliamentary investigations (open at end of the quarter, including in queue) | 74 | 91 |
| Detailed health investigations completed | 320 | 170 |
| Detailed parliamentary investigations completed | 29 | 24 |
| Total detailed investigations completed | 349 | 194 |
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 investigation
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.