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NHS Direct

Volume 465: debated on Thursday 25 October 2007

To ask the Secretary of State for Health (1) on what issue the most complaints were received by NHS Direct in each of the last 12 months; (159965)

(2) how many complaints were received by NHS Direct in each financial year since it was established.

Information on the type of complaints is not held centrally but may be available from the Chairman of NHS Direct NHS Trust.

The information on numbers of complaints received by NHS Direct is not available in the format requested. Such information as is available is in the following table.

Number of contacts1

Number of complaints

2004-05

15,900,996

341

2005-06

20,419,837

898

2006-07

227,942,595

980

1 Number of contacts includes all calls NHS Direct have dealt with and the number of visits to their website.

2 Figures for 2006-07 do not include call volumes for new services brought in that year (long-term conditions calls, National Care Records calls and Category C ambulance calls) as the figures available are estimated (20,600 in total) rather than actual call volumes