5,483 complaints relating to 8,805 complaint issues were received by HSC Trusts in 2024/25
Date published:
New official statistics published today by NISRA statisticians in the Department of Health present the number of Health and Social Care (HSC) Trust complaint issues received and information on compliments received by HSC Trusts regarding the services they provide.
Key findings:
- During 2024/25, 5,483 complaints relating to 8,805 complaint issues were received by HSC Trusts.
- Over half (4,718, 53.6%) of complaint issues received during 2024/25 related to the ‘Acute’ programme of care.
- During 2024/25, the highest number (2,217, 25.2%) of complaint issues related to a patient’s ‘Quality of Treatment & Care’.
- The highest percentage of complaint issues received in 2024/25 related to the ‘Accident & Emergency’ specialty (1,243, 14.1%).
- Of the complaints received, the median age of the patient/client was 46 years.
During 2024/25, over two-fifths (2,455, 44.8%) of substantive responses were provided by HSC Trusts within 20 working days of having received the complaint. - During 2024/25, 42,312 compliments (via card, email, feedback form, care opinion, letter, social media or telephone) were received by HSC Trusts in Northern Ireland.
- Of the 42,312 compliments received by HSC Trusts, 20,832 (49.2%) related to ‘Quality of Treatment & Care’, 10,732 (25.4%) to ‘Staff Attitude & Behaviour’, 4,568 (10.8%) to ‘Information & Communication’, 1,194 (2.8%) to ‘Environment’, and 4,986 (11.8%) to ‘Other’ subjects
About the publication
This publication monitors and reports the number of Health and Social Care (HSC) Trust complaint issues received, by the programme of care, category, subject and specialty of the complaint issue, as well as demographic information and the time taken to provide a substantive response to complaints received. It also includes information on compliments received by HSC Trusts regarding the services they provide.
Further information
View the full report: Complaints and compliments received by HSC Trusts in Northern Ireland for 2024/25