Statistics 2018-19

Introduction

In 2018-19 we received:

4,188 complaints - a 2% increase on the 4,125 received in the previous year.
1,707 enquiries - an 89% increase on the 904 received in the previous year.

We determined:

5,662 complaints and enquiries - a 10% increase on the 5,130 determined in the previous year.

1,707 - the number of enquiries on which we gave advice, support and signposting information. A massive 89% increase on the 904 in the previous year.
3,955 – the total number of complaints determined. A decrease of 6% on 4,226 in the previous year.
- 3,285 - complaints were decided following detailed consideration pre-investigation. These were not investigated for a number of reasons, such as out of jurisdiction, out of time or we could not achieve more for the complainant by investigating.
- 670 - the number of complaints we investigated. 68% of which were about the health sector.
58% - the overall rate of upheld complaints.
1,160 recommendations made for redress and improvement to public service:
- 386 for personal redress
- 644 for learning and improvement
- 130 about complaint handling.
20% - the proportion of complaints that reached us before completing the organisation's complaints procedure. Down from 24% the previous year.