NCOR Concerns and Complaints report
The National Council for Osteopathic Research (NCOR) collates concerns and complaints data from the General Osteopathic Council (GOsC), the professional membership body the Institute of Osteopathy (iO) and three insurers of osteopaths to create these annual independent reports. The report is unique to the osteopathic profession and provides valuable feedback for osteopaths, students and educational providers, helping to create a safer practice environment for all.
Read the latest report: NCOR Concerns and Complaints report 2013-2024
Read the key learnings from the latest report
Key findings from the latest report 2013-2024
The key findings in this year’s report, updated with data collected from January to December 2024, are set out below:
Number of concerns: There were 103 concerns and complaints raised in 2024, a slight reduction on the previous year’s figure of 117.
Clinical issues: Concerns mostly related to the quality and safety of clinical practice, especially breach of patient confidentiality and inadequate examination or clinical tests.
Management: There was a high level of concerns about value for money, but concerns about business practices and processes were very low.
Relational Issues: Concerns in this area were mostly about listening and communication such as disregarding or not acknowledging information from patients, and absent or incorrect communication to patients; and respect and patient rights such as disrespecting or violating patient rights.
Overall concerns received in this area were lower than the average.
There was one concern raised about consent in this year’s report and slightly fewer than average concerns about communicating inappropriately or ineffectively.
It is worth noting that osteopaths who have been in practice for 10 years or more are much more likely to have a concern raised against them, a finding that is similar in other professions.
Key learnings for osteopaths from the latest report 2013-2024
Being complained about can be part and parcel of being a professional, especially over a long career. The important point is to consider how an osteopath responds to a concern being raised. Reflecting on the approach you take to concerns to help promote resolution and learning is key. Our duty of candour report (2024) has some useful hints and tips about how to manage and learn from concerns.
There are some important learnings from this report about the kinds of issues that are leading to concerns being raised, and these learnings are set out below.
Clinical issues:
The data shows an above average number of concerns about breach of confidentiality, and inadequate examination/insufficient clinical tests. Osteopaths can refer to our guidance on disclosing confidential information, for example getting consent from your patient to share their information with another healthcare profession.
Osteopaths can also consider how they keep patient information confidential when using social media to promote their services. Remember, this should be maintained in the same way you would maintain confidentiality in other areas of your professional life. It is for example, not appropriate to post pictures of patients online or discuss details of patients or colleagues on your profile. See our guidance on using social media.
Relational Issues:
Concerns in this area were mostly about listening and communication, and so the key learning for osteopaths is about purposeful communication – not only in the moment, but before and after a consultation.
You can also have a read of Theme A of the Osteopathic Practice Standards.
Previous NCOR Concerns and Complaints reports:
NCOR Concerns and Complaints Report 2013-23
NCOR Concerns and Complaints Report 2013-22
NCOR Concerns and Complaints Report 2013-21
NCOR Concerns and Complaints Report 2013-20
NCOR Concerns and Complaints Report 2013-19
About the National Council for Osteopathic Research
The National Council for Osteopathic Research (NCOR) was established as an independent research body for osteopathy in 2003. NCOR aims to:
- improve the osteopathic evidence base by fostering research
- increase research capacity and capability within the osteopathic profession
- raise the profile of osteopathic research findings.
NCOR is responsible for collating information about evidence relating to osteopathy and they share a range of resources for osteopaths and patients on their website.
It is funded by its stakeholder groups: the General Osteopathic Council, the Institute of Osteopathy, the Osteopathic Foundation and the UK osteopathic educational providers. NCOR's governing council includes representatives from these stakeholder groups and two co-opted members, representing private and NHS practitioners. NCOR is based at the University College of Osteopathy.
For further information visit the NCOR website.
