Latest Year

• During 2022/23, 5,033 complaints relating to 7,671 complaint issues were received by HSC Trusts; equating to 97 complaints per week or almost 14 complaints per day.

• The highest percentage of complaint issues received by HSC Trusts related to the Acute POC (55%, 4,246).

• During 2022/23, the highest number of complaint issues related to ‘Diagnosis/Operation/Treatment’ category (2,054, 26.8%).

• The highest percentage of complaint issues received in 2022/23 related to the ‘Accident & Emergency’ specialty (1,211, 15.8%).

• Of those complaints received by HSC Trusts during 2022/23, where the age and gender was known, the median age of the patient / client was 45 years.

• On average HSC Trusts took 31.9 working days to provide a substantive response to complaints received in 2022/23.

• During 2022/23, 26,474 compliments (via card, email, feedback form, Care Opinion, letter, social media or telephone) were received by HSC Trusts in Northern Ireland.

• Of the 26,474 compliments received by HSC Trusts,

  • 11,946 (45.1%) related to ‘Quality of Treatment and Care’,
  • 8,327 (31.5%) related to ‘Staff Attitude & Behaviour’,
  • 2,398 (9.1%) related to ‘Information & Communication’,
  • 2,202 (8.3%) related to ‘Environment’, and
  • 1,601 (6.0%) related to ‘Other’.

Last Five Years

• Over the last five years, the number of complaint issues has increased by 26.8% (1,622), from 6,049 in 2018/19 to 7,671 in 2022/23.

• Over the last five years, 6 of the six HSC Trusts reported an increase in the number of complaint issues received; with the largest increase (579) reported by the Southern HSC Trust.

• Between 2018/19 and 2022/23, the Maternal & Child Health POC reported the highest increase in the number of complaint issues received by HSC Trusts (639), from 710 to 1,349.

• Complaint issues relating to Family Practitioner Services decreased (109, 34.4%) in 2022/23 compared to 2018/19.

Issues by Year & HSC Trust

Of the 7,671 complaint issues received by HSC Trusts in 2022/23, the highest percentage (32.1%, 2,463) was received by the Belfast HSC Trust, 1,665 (21.7%) by the South Eastern HSC Trust, 1,429 (18.6%) by the Southern HSC Trust, 989 (12.9%) by the Western HSC Trust and 918 (12.0%) by the Northern HSC Trust.

Figure 2: Number of Complaint Issues received by each HSC Trust (2018/19 - 2022/23)

POC of Complaint

Each complaint issue received is recorded against the Programme of Care (POC) of the patient / client to whom the complaint relates. If a complaint is made by a user of HSC Trust facilities who is not a patient / client, the complaint issue will be recorded against the POC of that service.

Of the 7,671 complaint issues received by HSC Trusts in 2022/23, the highest percentage of issues (55%) related to the Acute POC. Since 2018/19, the Maternal & Child Health POC reported the highest increase in the number of complaint issues received by HSC Trusts (639), from 710 to 1,349 in 2022/23.

Figure 3: Number of Complaint Issues received by POC (2018/19 - 2022/23)

Figure 4 below details the change in the number of complaint issues received by HSC Trusts by the POC of complaints received between 2018/19 and 2022/23. Since 2018/19, the largest increase in complaint issues received was in the Maternal & Child Health POC (639), whilst the largest decrease was in the Other POC (-98).

Figure 4: Change in Number of Complaint Issues Received by POC of Complaint (2018/19 - 2022/23)

During 2022/23,

• the highest number of complaint issues relating to the Acute POC (1,489) was reported by the Belfast HSC Trust,

• the highest number of complaint issues for Maternal & Child Health POC was reported by the Belfast HSC Trust (334),

• the highest number of complaint issues for the Elderly Care POC was reported by the Belfast HSC Trust (127),

• the highest number of complaint issues for Mental Health POC was reported by the Belfast HSC Trust (241), and,

• the highest number of complaint issues for Learning Disability POC was reported by the South Eastern HSC Trust (64).

POC by HSC Trust

Category of Complaint

The category of each complaint issue is based on the subject which best describes the nature of the patient’s / client’s concern. To enable the category of the complaint issue to be presented, the subject area of each complaint issue has been grouped into one of 14 main categories.

Four categories of complaints:Diagnosis/Operation/Treatment (2,054, 26.8%), Information & Communication (1,737, 22.6%), Patient Experience (1,545, 20.1%) and Appointments (833, 10.9%), accounted for 80.4% (6,169) of all complaint issues received in 2022/23.

Figure 6: Number of Complaint Issues received by Cateory (2018/19 - 2022/23)

Figure 7 below details the change in the number of complaint issues received by HSC Trusts by the category of complaints received between 2018/19 and 2022/23. Since 2018/19, the Information & Communication category (662) reported the largest increase in the number of complaint issues received, whilst the Premises category (-92) reported the largest decrease.

Figure 7: Change in Number of Complaint Issues Received by Category of Complaint (2018/19 - 2022/23)

Category by HSC Trust

During 2022/23, the highest number of complaints received by all HSC Trusts with exception of the NIAS related to Diagnosis/Operation/Treatment.

Across HSC Trusts, the Diagnosis/Operation/Treatment catgeory accounted for the highest number of complaint issues 621 (25.2%) in the Belfast Trust, 378 (41.2%) in Northern HSC Trust, 486 (29.2%) in South Eastern HSC Trust and 406 (28.4%) in Southern HSC Trust during 2022/23.

Specialty of Complaint

Four specialties of complaints: Accident & Emergency (1,211, 15.8%), Children & Young Peoples Services (610, 8.0%), General Medicine (518, 6.8%) and Obstetrics (406, 5.3%), accounted for 35.8% (2,745) of all complaint issues received in 2022/23.

Figure 9: Number of Complaint Issues received by HSC Trust and Specialty (2018/19 - 2022/23)

Specialty by HSC Trust

During 2022/23, the highest number of complaints received by all HSC Trusts with exception of the NIAS was recorded in the Accident & Emergency specialty.

Across HSC Trusts, the Accident & Emergency category accounted for 266 (10.8%) in the Belfast Trust, 142 (15.5%) in Northern HSC Trust, 213 (12.8%) in South Eastern HSC Trust, 347 (24.3%) in Southern HSC Trust and 125 (12.6%) in the Western HSC Trust during 2022/23.

Complaints by Year & HSC Trust

Of the 5,033 complaints received by HSC Trusts in 2022/23, the highest percentage (32.4%, 1,633) was received by the Belfast HSC Trust, 865 (17.2%) by the South Eastern HSC Trust, 840 (16.7%) by the Northern HSC Trust, 830 (16.5%) by the Southern HSC Trust and 658 (13.1%) by the Western HSC Trust.

Figure 11: Number of Complaints received by each HSC Trust (2018/19 - 2022/23)

Age / Gender of Complainant

Figure 12 below details the number of complaints received by HSC Trusts during each of the last 5 years by the age of the complainant. During 2022/23, the age of the patient / client was recorded in 4,181 (83.1%) of complaints received by HSC Trusts.

Figure 12: Complaints Received by Age Group of Complainant and Year (2018/19 - 2022/23)

For those complaints where the age group of the patient / client was recorded, the highest number (730) was recorded in the 75 + age group during 2022/23 and the lowest number (107) in the 16 - 18 age group.

Of those complaints received by HSC Trusts in 2022/23 where the age and gender was known, the median age of the patient / client was 45 years.

Figure 13: Complaints Received by Age Group of Complainant and HSC Trust (2022/23)

During 2022/23, the age and gender of the patient / client was recorded on 4,174 (82.9%) complaints received by HSC Trusts.

Figure 14: Complaints Received by Gender and Age Group of Complainant (2022/23)

Relationship of Complainant

In 2022/23, 2,668 (53.0%) of all complaints received were identified as being from the ‘Patient / Client’, with 2,365 (47.0%) complaints received from persons acting on behalf of the ‘Patient / Client’.

Figure 15 below shows the number of complaints received by HSC Trusts during 2022/23 by the ‘Relationship of the Complainant’. To view the number of complaints within each category, hover over the appropriate category. Of the 2,365 complaints received from persons acting on behalf of the ‘Patient / Client’, the highest number (851) were received from a ‘Parent’.

Figure 15: Complaints Received by Relationship of Complainant (2022/23)

During 2022/23, 2,668 (53.0%) of all complaints received were identified as being from the ‘Patient / Client’, 1 less than the number of complaints received in 2018/19 (2,669).

Figure 16: Complaints Received by Relationship of Complainant (2018/19 - 2022/23)

Relationship by HSC Trust

Table 4 below details the number of complaints received by HSC Trusts by the Relationship of the Complainant during each year since 2018/19, and the change over the last five years. Information is currently sorted by HSC Trust and Relationship, and the data can be downloaded by selecting your preferred format from the tabs provided.

Table 4: Number of Complaints Received by HSC Trust and Relationship (2018/19 - 2022/23)

Method of Complaint

Of the 5,033 complaints received during 2022/23, the highest number (3,021, 60.0%) were received via ‘Email’.

Figure 18: Complaints Received by Method of Complaint (2022/23)

Since 2018/19, the number of complaints received by ‘Email’ increased by 70.6% (1,250) from 1,771 to 3,021 in 2022/23.

Figure 19: Complaints Received by Method of Complaint (2018/19 - 2022/23)

Method of Complaint by HSC Trust

Table 5 below details the number of complaints received by HSC Trusts by the Method by which the complaint was received during each year since 2018/19, and the change over the last five years. Information is currently sorted by HSC Trust and Method, and the data can be downloaded by selecting your preferred format from the tabs provided.

Table 5: Number of Complaints Received by HSC Trust and Method (2018/19 - 2022/23)

Time to Substantive Response

A substantive response is defined as a communication of the outcome of the complaint to the complainant following an investigation. It should be noted that a single substantive response will be provided to a complaint which may include a number of complaint issues. The HSC Complaints Policy requires HSC Trusts to provide a substantive response to the complainant within 20 working days of receipt of a complaint. Where this is not possible, a holding response explaining the reason for the delay is sent to the complainant. All holding responses are issued in 20 working days or less.

During 2022/23, 2,293 (45.6%) substantive responses were provided by HSC Trusts within 20 working days of having received the complaint. The Western HSC Trust provided the highest proportion of substantive responses within 20 working days (355, 54.0%) during 2022/23, whilst the South Eastern HSC Trust provided the lowest (269, 31.1%).

Figure 20: Time Taken to Provide a Substantive Response to Complaints Received by HSC Trusts (2018/19 - 2022/23)

Average Response Time

On average HSC Trusts took 31.9 working days to provide a substantive response to complaints received in 2022/23.

Figure 21: Average Number of Working Days to Provide a Substantive Response to Complaints Received, by HSC Trusts (2018/19 - 2022/23)

Compliments by Year & HSC Trust

During 2022/23, HSC Trusts received 26,474 compliments, 11,791 more than 2020/21 (14,683).

Figure 22: Compliments Received by Year and HSC Trust (2019/20 - 2022/23)

The highest number of compliments was received by the Southern HSC Trust (9,974) in 2022/23 and the lowest by the NIAS HSC Trust (406).

Figure 23: Compliments Received by each HSC Trust and Year (2019/20 - 2022/23)

Subject of Compliment

Figure 24 below details the number of compliments received during each year from 2020/21 by the subject of the compliment received. During 2022/23, the highest number of compliments received by HSC Trusts related to ‘Quality of Treatment and Care’ (11,946, 45.1%), 4,963 less than 2020/21 (16,909).

Figure 24: Compliments Received by Subject and Year (2019/20 - 2022/23)

Figure 25 below details the subject of compliments received by HSC Trusts for the most recent year. Of the 26,474 compliments received in 2022/23, 11,946 (45.1%) related to ‘Quality of Treatment and Care’, 8,327 (31.5%) related to ‘Staff Attitude & Behaviour’, 2,398 (9.1%) related to ‘Information & Communication’, 2,202 (8.3%) related to ‘Environment’ and 1,601 (6.0%) related to ‘Other’.

Figure 25: Compliments Received by Subject (2022/23)

Subject of Compliment by HSC Trust

Table 6 below details the number of compliments received by each HSC Trust by the Subject of the Compliment was received during each year since 2020/21, and the change over time. Information is currently sorted by HSC Trust and Subject, and the data can be downloaded by selecting your preferred format from the tabs provided.

Table 6: Number of Compliments Received by HSC Trust and Subject (2020/21 - 2022/23)

Method Compliment Received

Information on the method by which compliments were received by HSC Trusts was first published in 2020/21. Figure 26 below details the number of compliments received during each each year by the method of the compliment received.

Of the 26,474 compliments received in 2022/23, the highest number were received by ‘Care Opinion’ (10,824, 40.9%).

Figure 26: Compliments Received by Method and Year (2021/22 - 2022/23)

Figure 27 below details the method of compliments received by HSC Trusts for the most recent year, broken down by the method by which a compliment was received.

Figure 27: Compliments Received by Method (2022/23)

Method of Compliment by HSC Trust

Table 7 below details the number of compliments received by each HSC Trust by the Method by which the Compliment was received during each year since 2021/22, and the change over time. Information is currently sorted by HSC Trust and Method, and the data can be downloaded by selecting your preferred format from the tabs provided.

Table 7: Number of Compliments Received by HSC Trust and Method (2021/22 - 2022/23)

Background

This interactive statistical publication details information on the number of complaint issues received by HSC Trusts in 2022/23, by the programme of care, category, subject and specialty of the complaint issue, as well as demographic information and the time taken to provide a substantive response to complaints received. It also includes information on compliments received by HSC Trusts regarding the services they provide.

Authors

• Kieran Taggart
• Siobhan Morgan

Issued by

Hospital Information Branch
Information & Analysis Directorate
Department of Health
Stormont Estate
Belfast
BT4 3SQ

Statistical quality

Information detailed in this release has been quality assured with HSC Trusts and other Agencies prior to release.

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