Leeds hospitals struggling to cope with huge surge in patient complaints
Patients are facing long delays in having complaints processed
Leeds hospitals have been struggling to cope with a huge increase in complaints from patients.
Leeds Teaching Hospitals NHS Trust said complaints were up 49 per cent in 2025/26 compared to the previous year.
An annual report said patients were also facing long delays in having their complaints processed.
Just 32 per cent were responded to on time, against a target of 80 per cent at the trust, which runs St James’s University Hospital and Leeds General Infirmary.
Chief nurse Beverley Geary said: “We have seen a significant increase in the number of complaints received over the past year which has affected the time it takes us to respond.
“We recognise that waiting longer for a response can be frustrating for patients and families and we are sorry when this happens.
“We are committed to improving the experience for everyone who raises a concern with us and have an improvement plan in place to help reduce response times.”
The trust said 676 formal complaints were received during 2024/25, rising to 1,009 last year, an increase of 333.
The number of patients contacting the trust’s Patient Advice and Liaison Service (PALS) was also up eight per cent in the same period.
The trust said demand was greater than its capacity to deal with complaints and there were delays in investigations and the drafting of responses.
Communication, patient care, nutrition and problems with hospital discharges were among the top 80 per cent of complaints.
Deadlines for responding within 20, 40 and 60 working days were missed.
The report said: “Complaint and PALS activity increased significantly in 2025/26, with complaints rising by 49 per cent and PALS contacts by eight per cent.
“This reflects the combined impact of rising activity, increased complexity of cases and sustained operational pressures across clinical services.”
The trust said it was making progress in reducing the complaint backlog.
Measures included senior nurses being available on wards to listen to families’ concerns.