- We received 6,670 enquiries, which was 9.8% less than this time last year.
- We completed 150 detailed investigations. This was 115 fewer detailed investigations compared to the same time period last year.
|
|
October to December 2019 | October to December 2020 |
|---|---|---|
| All enquiries received | 7,391 |
6,670 |
| Decided following primary investigation (closed) |
1,426 |
1,081 |
| Ongoing NHS investigations (open at end of the quarter, including in queue) | 623 | 593 |
| Ongoing parliamentary investigations (open at end of the quarter, including in queue) | 73 | 88 |
| Total detailed health investigations completed | 250 | 129 |
| Total detailed parliamentary investigations completed | 15 | 21 |
| Total investigations completed |
265 |
150 |
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.