Patient complaints

Percentage of written complaints for which a local resolution was completed within 20 working days

Rationale

This indicator provides a vital insight into how well the NHS is performing in meeting targets set for the local resolution stage of the NHS complaints procedure. It is a key objective of the complaints procedure that complainants' concerns are resolved satisfactorily and as quickly as possible.

Thresholds

Legend
Band 1 - poor	Less than 60%
Band 2	Greater than or equal to 60% and less than 70%
Band 3	Greater than or equal to 70% and less than 80%
Band 4	Greater than or equal to 80% and less than 90%
Band 5 - good	Greater than or equal to 90%

Data source and period

Form KO41A Patient Complaints Returns (Financial Year 2004/05)

Construction

Numerator:
The number of formal written complaints where local resolution was completed within 20 working days.

Denominator:
The total number of formal written complaints received by the NHS body.

Indicator:
The number of formal written complaints where local resolution was completed within 20 working days divided by total number of formal written complaints received by the NHS body.

Expressed as a percentage.