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Below is an archive of the complaints and concern we have received and acted upon and their outcomes...

2018/19 Data

See below for complaints data for Q1 to Q4 of 2018/19.

Q1 (April- June 2018) 69 complaints

Number of complaints upheld: 27

Number of complaints partially upheld: 11

Number of complaints not upheld: 31

Top trends for upheld or partially upheld complaints:

Our top 3 causes for complaints this quarter were in relation to:

  • Patient care
  • Failures in communication
  • Staff values and behaviours

These account for 64% of our complaints

Q2 (July- September 2018) 84 Complaints, 4 Withdrawn

Number of Complaints Upheld: 34

Number of Complaints Partially Upheld: 15

Number of Complaints Not Upheld: 31

Top Trends for Upheld or Partially Upheld Complaints:

Our top 3 causes for complaints this quarter were in relation to:

  • Patient care
  • Failures in communication
  • Access to treatment or medications

These account for 62% of our complaints

Q3 (October-December 2018) 98 complaints, 7 Withdrawn

Q3 (October – December 2018) 98 Complaints, 7 Withdrawn.

Number of Complaints Upheld: 26

Number of Complaints Partially Upheld: 21

Number of Complaints Not Upheld: 44

Top Trends for Upheld or Partially Upheld Complaints:

Our top 3 causes for complaints this quarter were in relation to:

  • Access to treatment or medications
  • Failures in communication
  • Patient care

These account for 70% of our complaints

Q4 (January - March 2019)

Number of Complaints Upheld: 19

Number of Complaints Partially Upheld: 23

Number of Complaints Not Upheld: 29

Number of Complaints Withdrawn: 3

Top Trends for Upheld or Partially Upheld Complaints:

Our top 3 causes for complaints this quarter were in relation to:

  • Care needs not adequately met
  • Patient care
  • Care pathway issues

These account for 50% of our complaints

2017/18 Data

See below for complaints data for Q1 to Q4 of 2017/18.

Q1 (April – June 2017) 90 complaints, 5 withdrawn.


Number of complaints Upheld: 37

Number of Complaints Partially Upheld: 13

Number of Complaints Not Upheld: 35

Top Trends for Upheld or Partially Upheld Complaints:

Our top 3 causes for complaints this quarter were in relation to:

  • access to treatment and medications
  • communication failures
  • staff values and behaviours

These account for 48% of our complaints

Q2 (July – August 2017) 82 Complaints, 1 referred on

Number of complaints Upheld: 28

Number of Complaints Partially Upheld: 21

Number of Complaints Not Upheld: 32

Top Trends for Upheld or Partially Upheld Complaints:

Our top 3 causes for complaints this quarter were in relation to:

  • failures in delivery of patient care
  • access to treatment or medication
  • access to or delays at appointments

These account for 59% of our complaints

Q3 (September - December 2017) 69 Complaints, 2 withdrawn

Number of complaints Upheld: 28

Number of Complaints Partially Upheld: 12

Number of Complaints Not Upheld: 27

Top Trends:

Our top 3 causes for complaints this quarter were in relation to:

  • failure in communication
  • access to treatment or medication
  • staff values and behaviours

These account for 70% of our complaints

Upheld complaints outcomes (28)

Q4 (January – March 2018)

Number of complaints Upheld: 19

Number of Complaints Partially Upheld: 21

Number of Complaints Not Upheld: 30

Top Trends:

Our top 3 causes for complaints this quarter were in relation to:

  • Patient Care
  • Failure in communications
  • Staff Values and Behaviours

These account for 60% of our complaints

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