KO41(A) - HCHS Complaints

Contextual Overview

1. The Department requires information to monitor the number of written Hospital and Community Health Service (HCHS) complaints received by the NHS each year. The information allows analysis of complaints by subject, and helps the Department to monitor how well the NHS is meeting the performance targets of the complaints procedure.

2. Information on the return is published in the booklet 'Written Complaints' and on www.doh.gov.uk/nhscomplaints/.

Completing Return KO41(A) - HCHS Complaints

3. KO41(A) is used for WRITTEN COMPLAINTS about Hospital and Community Health Services. For the purposes of this return a complaint that goes into writing at any stage, even if it is initiated orally, should be treated as a WRITTEN COMPLAINT. The return is subdivided into complaints by service areas, profession, subject of complaint and ethnic category of complainant (patient) and staff about whom the complaint is made.

4. A KO41(A) return is required from each NHS HEALTH CARE PROVIDER and HEALTH AUTHORITY for complaints relating to Hospital and Community Health Services for which they are responsible. A 'NIL' return should be submitted where applicable.

5. The return KO41(A) relates to written complaints received over a 12 month period, between 1 April of one year and 31 March of the following year. The return is made annually and should be submitted within the timescale required by the Department of Health as stated on the notes for completion.

6. Each WRITTEN COMPLAINT ON HCHS should be recorded in parts 1, 2, 3 and 4 of the return according to COMPLAINT HCHS SERVICE AREA, COMPLAINT HCHS STAFF CATEGORY, COMPLAINT HCHS SUBJECT and ETHNIC CATEGORY of complainant (patient) and staff about whom the complaint is made.