§ Mr. Matthew TaylorTo ask the Secretary of State for Health how many written complaints have been made relating to hospital and community services by type of complaint and method of investigation in each year since 1979 to the latest available date.
§ Dr. MawhinneyDetails for England about written complaints for hospital and community services from 1981 to 1991–92 will be placed in the Library.
The increase over the last 10 years shows the impact of three factors. Firstly, the greater awareness of the complaints procedure; secondly, the reinforcement in the patients charter of the right to have a complaint dealt with thoroughly and quickly; thirdly, an increase in willingness on the part of the health service personnel to listen to the patient.