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indicator listing for acute trusts >
Patient complaints procedure
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Patient complaints procedure |
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Download table of results for all trusts (2.6MB) |
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 as quickly as possible.
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Thresholds
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| Significantly below average |
1 |
less than 40.8% |
| Below average |
2 |
greater than or equal to 40.8% and less than 56.2% |
| Average |
3 |
greater than or equal to 56.2% and less than 76.0% |
| Above average |
4 |
greater than or equal to 76.0% and less than 88.1% |
| Significantly above average |
5 |
greater than or equal to 88.1% |
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More technical information
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