NHS Information Authority

Data Standards Programme

The effects of these changes on the NHS Data Dictionary entity and attribute relationships and descriptions were published in DSCN 24/2001. This DSCN details changes to the KO41(A), (B) and (C) guidance text that is held within the NHS Data Dictionary & Manual.

KO41(A) 5

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(A) 1

KO41(A) 1

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'.

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 COMPLAINT 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 service areas, complaints by profession and subject of complaint.

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. A 'NIL' return should be submitted where applicable.

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 activity taking place over a 12 month period, between 1 April of one year and 31 March of the following year. The return is made annually and submitted within two months of the end of the year to which it relates, i.e by the end of May at the latest.

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 and 3 of the return according to COMPLAINT HCHS SERVICE AREA, COMPLAINT HCHS STAFF CATEGORY and COMPLAINT HCHS SUBJECT.

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.

KO41(A) 1

KO41(A) 2

KO41(A) 2

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 during the year and Local Resolution

Service Area

1. The number of WRITTEN COMPLAINT ON HCHS split by COMPLAINT HCHS SERVICE AREA.

Local Resolution (LR) Action

2. The total number of WRITTEN COMPLAINT 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 Section 1 above involving Requests for Independent Review and Independent Review Panels

Number of Cases requesting Independent Review (IR)

3. Enter the total number of WRITTEN COMPLAINT with an INDEPENDENT REVIEW REQUESTED DATE in each service area.

Number of Cases still being considered

4. The total number of WRITTEN COMPLAINT with AN INDEPENDENT REVIEW REQUESTED DATE that have an INDEPENDENT REVIEW PANEL REFERRAL of Not yet decided in each service area.

Number of Cases referred to Independent Review panel

5. The total number of WRITTEN COMPLAINT with an INDEPENDENT REVIEW REQUESTED DATE that have an INDEPENDENT REVIEW PANEL REFERRAL of Yes in each service area.

Independent Review action

6. For each Service Area enter the total number of WRITTEN COMPLAINT with an INDEPENDENT REVIEW REQUESTED DATE 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 there is less 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.

KO41(A) 2

KO41(A) 3

KO41(A) 3

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 COMPLAINT ON HCHS for each category of COMPLAINT HCHS STAFF CATEGORY.

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

KO41(A) 3

KO41(A) 4

KO41(A) 4

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 COMPLAINT ON HCHS for each COMPLAINT HCHS SUBJECT.

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

KO41(A) 4

KO41(B) 1

KO41(B) 1

Central Return Form Guidance

KO41(B) - FHS Complaints

Contextual Overview

1. The Department requires information to monitor the number of written Family Health Services (FHS) 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'.

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

Completing Return KO41(B) - FHS Complaints

3. KO41(B) is used for WRITTEN COMPLAINT about Family 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, and complaint by subject of complaint.

3. KO41(B) is used for WRITTEN COMPLAINTS about Family 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, complaint by subject of complaint, and ethnic category of complainant (patient) and staff about whom the complaint is made.

4. A KO41(B) return is required from each HEALTH AUTHORITY for complaints relating to Family Health Services for which they are responsible. A 'NIL' return should be submitted where applicable.

5. The return KO41(B) relates to activity taking place 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.

5. The return KO41(B) 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 FHS should be recorded in parts 1 and 2 of the return according to COMPLAINT FHS SERVICE AREA and COMPLAINT FHS SUBJECT.

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

KO41(B) 1

KO41(B) 2

KO41(B) 2

Central Return Form Guidance

KO41(B) - FHS Complaints

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

Service Area

1. The number of WRITTEN COMPLAINT ON FHS split by COMPLAINT FHS SERVICE AREA.

Number of written complaints received in practice/surgery

2. The total number of WRITTEN COMPLAINT against all the GENERAL MEDICAL PRACTITIONER, GENERAL DENTAL PRACTITIONER and Health Authority FHS Administrations with which the HEALTH AUTHORITY has service agreements, for each service area.

Number of Cases requesting Independent Review (IR)

3. Enter the total number of WRITTEN COMPLAINT with an INDEPENDENT REVIEW REQUESTED DATE for each service area.

Number of Cases still being considered

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

Number of Cases referred to Independent Review panel

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

Independent Review action

6. For each service area enter the total number of WRITTEN COMPLAINT for independent resolution 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 3 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.

KO41(B) 2

KO41(B) 3

KO41(B) 3

Central Return Form Guidance

KO41(B) - FHS Complaints

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

Part 2: Written Complaints received during the year ending 31 March

Requests for Independent Review by Subject of Complaint

1. The total number of WRITTEN COMPLAINT ON FHS for each COMPLAINT FHS SUBJECT for WRITTEN COMPLAINT with an INDEPENDENT REVIEW REQUESTED DATE whether or not an Independent Review Panel is set up.

1. The total number of WRITTEN COMPLAINTS ON FHS for each COMPLAINT FHS SUBJECT for WRITTEN COMPLAINTS with an INDEPENDENT REVIEW REQUESTED DATE whether or not an Independent Review Panel is set up.


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KO41(B) 3

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Change to Central Return Form: Attached file

KO41(B) 4

Central Return Form Guidance

KO41(B) - FHS Complaints

Part 3: 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 FHS 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 FHS 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 FHS 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) 1

Central Return Form Guidance

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

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

Contextual Overview

1. Proposed changes to KO41(C) Central Return had not been approved prior to preparation of this publication (Version 1.3). It was therefore considered misleading to publish the previous guidance in this publication. When the revised version is approved and confirmed as being fully supported by data standards then the authorised form and guidance text will be included.

   Meanwhile, the DH will continue to issue the forms and notes for completion for the required data collection.

   See DSCN 03/2001 for full details on this Central Return for data year 2001/2002.

2. If you have any queries regarding KO41(C) please contact:

   Department of Health

   PD-PA Patient's Perspective Team

   Room 4N34

   Quarry House

   Quarry Hill

   Leeds

   LS2 7UE

   0113 254 5513 or 5240

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.

KO41(C) 1

KO41(C) 2

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.

KO41(C) 3

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.

KO41(C) 4

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.

KO41(C) 5

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.