Abstract
This study examines the determinants of quality of care before and during the Covid-19 pandemic, focusing on NHS England. Using data from 2019 and 2020, the research finds that A&E attendances and delays in cancer treatment are significant factors impacting quality of care. It also reveals that the number of Covid-19 cases in hospitals does not significantly affect patient experience. The study analyses five key factors: waiting times, cancer treatment delays, A&E attendances, bed occupancy, and safety incidents, focusing on their impact on patient complaints.. The results show that longer cancer treatment waits and higher A&E attendances are linked to more complaints. The pandemic temporarily influenced complaint levels due to increased public awareness and tolerance for NHS constraints. The study highlights the complex relationship between operational pressures and patient dissatisfaction, stressing the need for improved resource allocation, communication, and expectation management to enhance patient care and satisfaction.