§ Ms HarmanTo ask the Secretary of State for Health what was the number of complaints about the NHS in each of the last five years. [12623]
§ Mr. HoramThe most recent available figures are shown in the tables.
Year Number of complaints Hospital and community health services 1990–91 37,350 1991–92 51,511 1992–93 58,889 1993–94 87,184 1994–95 100,033 Family health services 1990 2,025 1991 2,205 1992 1,974 1993 2,520 1994 2,490 These figures should be seen in the context of total NHS activity.
The number of complaints for hospital and community health services represents only 0.4 per cent. of the number of in-patient episodes and first out-patient attendances.
The increase in number of complaints over the last five years reflects rising public expectations in general as well as the specific impact of the patients charter in making patients more aware that their complaints will be taken seriously.