NHS Information Authority

Data Standards Programme

The Central Return Form KO41(C) - HCHS Complaints (Primary Care Trusts) has now been ceased, and has therefore been removed from the NHS Data Dictionary & Manual.

Primary Care Trusts are required to complete Central Return Form KO41(A) - HCHS Complaints, instead of KO41(C).

Changes have therefore been made to the attributes: COMPLAINT HCHS SERVICE AREA, COMPLAINT HCHS STAFF CATEGORY and COMPLAINT HCHS SUBJECT, to reflect the content of the KO41(A) sample form (Data year 2001-02), which is accessible via the following website link:

http://nww.doh.nhsweb.nhs.uk/hospitalactivity/complaints/downloads.htm

The attribute COMPLAINT HCHS SUBJECT has further been updated by DSCN 31/2002.

COMPLAINT HCHS SERVICE AREA

The service area of a WRITTEN COMPLAINT ON HCHS.

Classification:
For all organisations:

a.	Elderly (Geriatric)
b.	Mental Health
c.	Maternity
d.	Community Hospitals
e.	Community Health Services other than in classification references for community hospitals, NHS Direct and Walk in centres

For Health Authorities and NHS Trusts only:

f.	Hospital acute services: in-patient
g.	Hospital acute services: out-patient
h.	Hospital acute services: A&E
i.	Ambulance
j.	NHS Direct
k.	Walk in centres
l.	HA / PRIMARY CARE GROUP commissioning
l.	HA / PCT commissioning

For Primary Care Trusts only:

m.	PRIMARY CARE TRUST commissioning

References:
KO41(A) HCHS Complaints
KO41(C) HCHS Complaints (Primary Care Trusts)

This attribute is also known by these names:

Context	Alias
plural	COMPLAINT HCHS SERVICE AREAS

COMPLAINT HCHS STAFF CATEGORY

The category of profession of a WRITTEN COMPLAINT ON HCHS.
Classification:
For all organisations:

a.	Medical (including surgical)
b.	Dental (including surgical)
c.	Professions supplementary to medicine
d.	Nursing, midwifery and health visiting
e.	Scientific, technical and professional
f.	Ambulance crews (including paramedics)
g.	Maintenance and ancillary staff
h.	Other

For Health Authorities and NHS Trusts only:

i.	HA Administrative staff/members (excluding FHS administrative)
j.	NHS Trust administrative staff/members

For Primary Care Trusts Only:

k.	Primary Care Trust administrative staff/members

References:
KO41 (a) HCHS Complaints
KO41 (c) HCHS Complaints (Primary Care Trusts)KO41 (A) HCHS Complaints

This attribute is also known by these names:

Context	Alias
plural	COMPLAINT HCHS STAFF CATEGORIES

COMPLAINT HCHS SUBJECT

The subject of a WRITTEN COMPLAINT ON HCHS.

Classification:
For all organisations:

a.	Admission, discharge and transfer arrangements
b.	Aids and appliances, equipment, premises (including access)
c.	Appointments, delay/cancellation (out-patients)
d.	Appointments, delay/cancellation (in-patients)
e.	Attitude of staff
f.	All aspects of clinical treatment
g.	Communication/information to patients (written and oral)
h.	Consent to treatment
i.	Complaints handling
j.	Patients' privacy and dignity
k.	Patients' property and expenses
l.	Independent sector services commissioned by Health Authorities
m.	Personal records (including medical and/or complaints)
n.	Failure to follow agreed procedures
o.	Patients' status, discrimination (e.g. racial, gender, age)
p.	Mortuary and post mortem arrangements
q.	Transport (ambulances and other)
r.	Code of openness - complaints
s.	Hotel services (including food)
t.	Other

For Health Authorities and NHS Trusts only:

u.	Length of time waiting for a response, or to be seen: NHS Direct
v.	Length of time waiting for a response, or to be seen: Walk in centres
w.	HA / PRIMARY CARE GROUP commissioning (including waiting lists)
x.	Independent sector services commissioned by NHS Trusts
y.	Policy and commercial decisions of NHS Trusts

For Primary Care Trusts only:

z.	PRIMARY CARE TRUST commissioning (including waiting lists)
aa.	Independent sector services commissioned by PRIMARY CARE TRUSTs
ab.	Policy and commercial decisions of Primary Care Trusts

References:
KO41(A) HCHS Complaints
KO41(C) HCHS Complaints (Primary Care Trusts)

This attribute is also known by these names:

Context	Alias
plural	COMPLAINT HCHS SUBJECTS

KO41 (A)

Central Return Form Guidance

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.

Central Return Form Guidance

KO41(A) - HCHS Complaints

Part 1: Total Written Complaints during the year ending 31 March by Service Area

1a Total Written Complaints received during the year and Local Resolution

1. The number of WRITTEN COMPLAINTS ON HCHS split by COMPLAINT HCHS SERVICE AREA and Local Resolution action.

Total Number of Written Complaints Received

2. The total number of WRITTEN COMPLAINTS ON HCHS received during the year for each COMPLAINT HCHS SERVICE AREA.

Local Resolution Action

3. The total number of WRITTEN COMPLAINTS ON HCHS received during the year for local resolution in each service area are split by those complaints concluded within 4 weeks, those concluded after more than 4 weeks and those still being pursued. The time is measured from the COMPLAINT RECEIVED DATE to the COMPLAINT LOCAL RESOLUTION DATE. Those still being pursued are identified as complaints with no COMPLAINT LOCAL RESOLUTION DATE and no INDEPENDENT REVIEW REQUESTED DATE.

1b Written Complaints in Part 1a above involving Requests for Independent Review and Independent Review Panels

Number of Cases requesting "Independent Review"

4. Enter the total number of WRITTEN COMPLAINTS ON HCHS with an INDEPENDENT REVIEW REQUESTED DATE in each service area.

Number of Cases still being considered

5. For each service area enter the total number of WRITTEN COMPLAINTS ON HCHS with an INDEPENDENT REVIEW REQUESTED DATE that have an INDEPENDENT REVIEW PANEL REFERRAL of Not yet decided.

Number of Cases referred to "Independent Review"

6. For each service enter the total number of WRITTEN COMPLAINT ON HCHS with an INDEPENDENT REVIEW REQUESTED DATE that have an INDEPENDENT REVIEW PANEL REFERRAL of Yes.

Independent Review Action

7. For each Service Area enter the total number of WRITTEN COMPLAINT ON HCHS for Independent Review split by: complaints that have been concluded within performance target; those concluded outside performance target; and those still being pursued. A complaint is within the performance target if it is not more than 6 months between the INDEPENDENT REVIEW REQUESTED DATE and the INDEPENDENT REVIEW COMPLETION DATE. A complaint that is still being pursued is a complaint that has no INDEPENDENT REVIEW COMPLETION DATE recorded.

Central Return Form Guidance

KO41(A) - HCHS Complaints

Part 2: Total Written Complaints during the year ending 31 March by Profession

1. The total number of WRITTEN COMPLAINTS ON HCHS received during the year for each COMPLAINT HCHS STAFF CATEGORY.

Central Return Form Guidance

KO41(A) - HCHS Complaints

Part 3: Total Written Complaints during the year ending 31 March by Subject of Complaint

Number of Complaints

1. The total number of WRITTEN COMPLAINTS ON HCHS received during the year for each COMPLAINT HCHS SUBJECT.

Central Return Form Guidance

KO41(A) - HCHS Complaints

Part 4: Total Written Complaints received during the year ending 31 March by ethnicity of complainant and staff complained about

Ethnicity of Complainants and Staff

1. The number of WRITTEN COMPLAINTS ON HCHS split by ethnicity of complainant (PATIENT) and staff (EMPLOYEE).

Total Number of Written Complaints Received By Ethnic Category of Complainant

2. Enter the total number of WRITTEN COMPLAINTS ON HCHS received from complainants in each ETHNIC CATEGORY. This should always be the ETHNIC CATEGORY of the PATIENTand not the person complaining on the patient's behalf.

Total Number of Written Complaints Received By Ethnic Category of staff involved

3. Enter the total number of WRITTEN COMPLAINTS ON HCHS received, which were made against the EMPLOYEE in each ETHNIC CATEGORY. This is only for complaints made against an individual as opposed to a service or administrative arrangements.

KO41 (C)

Central Return Form Guidance

KO41(C) - HCHS Complaints (Primary Care Trusts)

Contextual Overview

1. The Department requires information to monitor the number of written Hospital and Community Health Service (HCHS) complaints received by Primary Care Trusts 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'.

Completing Return KO41(C) - HCHS Complaints (Primary Care Trusts)

3. KO41(C) is used for WRITTEN COMPLAINTS about Hospital and Community Health Services received by Primary Care Trusts. 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(C) return is required from each PRIMARY CARE TRUST 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(C) 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.

Central Return Form Guidance

KO41(C) - HCHS Complaints (Primary Care Trusts)

Part 1: Total Written Complaints during the year ending 31 March by Service Area

1a Total Written Complaints received during the year and Local Resolution

1. The number of WRITTEN COMPLAINTS ON HCHS split by COMPLAINT HCHS SERVICE AREA and Local Resolution action.

Total Number of Written Complaints Received

2. The total number of WRITTEN COMPLAINTS ON HCHS received during the year for each WRITTEN COMPLAINT ON HCHS.

Local Resolution Action

3. The total number of WRITTEN COMPLAINTS ON HCHS for local resolution in each service area are split by those complaints concluded within 4 weeks, those concluded after more than 4 weeks and those still being pursued. The time is measured from the COMPLAINT RECEIVED DATE to the COMPLAINT LOCAL RESOLUTION DATE. Those still being pursued are identified as complaints with no COMPLAINT LOCAL RESOLUTION DATE and no INDEPENDENT REVIEW REQUESTED DATE.

1b Written Complaints in Part 1a above involving Requests for Independent Review and Independent Review Panels

Number of Cases requesting "Independent Review"

4. Enter the total number of WRITTEN COMPLAINTS ON HCHS with an INDEPENDENT REVIEW REQUESTED DATE in each service area.

Number of Cases still being considered

5. For each service area enter the total number of WRITTEN COMPLAINTS ON HCHS with an INDEPENDENT REVIEW REQUESTED DATE that have an INDEPENDENT REVIEW PANEL REFERRAL of Not yet decided.

Number of Cases referred to "Independent Review"

6. For each service enter the total number of WRITTEN COMPLAINTS ON HCHS with an INDEPENDENT REVIEW REQUESTED DATE that have an INDEPENDENT REVIEW PANEL REFERRAL of Yes.

Independent Review Action

7. For each Service Area enter the total number of WRITTEN COMPLAINTS ON HCHS for independent review split by: complaints that have been concluded within performance target; those concluded outside performance target; and those still being pursued. A complaint is within the performance target if it is not more than 6 months between the INDEPENDENT REVIEW REQUESTED DATE and the INDEPENDENT REVIEW COMPLETION DATE. A complaint that is still being pursued is a complaint that has no INDEPENDENT REVIEW COMPLETION DATE recorded.

Central Return Form Guidance

KO41(C) - HCHS Complaints (Primary Care Trusts)

Part 2: Total Written Complaints during the year ending 31 March by Profession

Number of Complaints

1. The total number of WRITTEN COMPLAINTS ON HCHS received during the year for each category of COMPLAINT HCHS STAFF CATEGORY.

Central Return Form Guidance

KO41(C) - HCHS Complaints (Primary Care Trusts)

Part 3: Total Written Complaints during the year ending 31 March by Subject of Complaint

Number of Complaints

1. The total number of WRITTEN COMPLAINTS ON HCHS received during the year for each COMPLAINT HCHS SUBJECT.

Central Return Form Guidance

KO41(C) - HCHS Complaints (Primary Care Trusts)

Part 4: Total Written Complaints received during the year ending 31 March by ethnicity of complainant and staff complained about

Ethnicity of Complainants and Staff

1. The number of WRITTEN COMPLAINTS ON HCHS split by ethnicity of complainant (PATIENT) and staff (EMPLOYEE).

Total Number of Written Complaints Received By Ethnic Category of Complainant

2. Enter the total number of WRITTEN COMPLAINTS ON HCHS received from complainants in each ETHNIC CATEGORY. This should always be the ETHNIC CATEGORY of the PATIENT and not the person complaining on the patient's behalf.

Total Number of Written Complaints Received By Ethnic Category of staff involved

3. Enter the total number of WRITTEN COMPLAINTS ON HCHS received, which were made against the EMPLOYEE in each ETHNIC CATEGORY. This is only for complaints made against an individual as opposed to a service or administrative arrangements.

KO41(C) 1

KO41(C) 2

KO41(C) 3

KO41(C) 4

KO41(C) 5

KO41(A)ETC HCHS COMPLAINTS

KO41(A)ETC HCHS COMPLAINTS

 KO41(A)etc HCHS Complaints  KO41(A) HCHS Complaints 

MISCELLANEOUS

CENTRAL RETURN DIAGRAMS - MISCELLANEOUS

Please address enquiries about this DSCN to:-
Data Standards Team
NHS Information Authority
Aqueous II
Aston Cross
Rocky Lane
Birmingham
B6 5RQ

Tel: 0121 333 0333