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Table 2 Nature of complaint and complaint-response/outcome

From: A qualitative study of National Health Service (NHS) complaint-responses

Nature of complaint Upheld Partly Upheld Not Upheld Complaint Response with Decision (DS or NS) Unable to ascertain possible
complaint-response from letter content and, or DS letters
All Complaints
DS NS total DS NS total DS NS total
Single 7 5 12 1 X 1 1 2 3 16 2 18
Complex 9 2 11 2 X 2 8 14 22 35 6 41
TOTAL 16 7 23 3 X 3 9 16 25 51 8 59a
  1. DS = decision-specified in the complaint-response
  2. NS = decision not specified in the complaint-response, but a decision outcome probable from reply content
  3. a excluding 1 complaint letter returned to the sender with an apology but refusing to action the complaint (n = 60 in total)