Guidance. To complain, raise a concern, or provide feedback on our products or services (such as our information materials or leaflets), please use the link below. Thanks for taking to time to offer your feedback on our VisitScotland.org website. For practitioners and policy makers, Community Planning and Health and Social Care Partnerships, and other public service staff. Learn more about NHS Highland complaints procedure. Skip to content; Accessibility help ; Gov.scot uses cookies which are essential for the site to work. Other NHS services. To make a complaint, contact the feedback and complaints team at your local NHS health board. To complain about an NHS service – such as a hospital, GP or dentist – you should complain to the person or organisation. You may, however, want to write an alternative foreword presenting the complaint handling procedure’s key aims, benefits and requirements.] Complaints about the NHS Board. The NHS board must tell you how to do this when they send you the final decision. There has been a 13% rise in complaints against the NHS in Scotland, according to figures released by the Scottish government. This is available in addition to the 2016/17 publication report. Complaints addressed by any member of staff, or alternatively referred to the appropriate point for early resolution. Integration Joint Board Complaints Handling Procedure . Click on the left hand navigation to find local information relating to your NHS Board. Learn more about NHS Scottish Ambulance Service complaints procedure. You are the best person to tell us about your care. Scotland is now in temporary Lockdown. Find out more. Complaints Dashboard. Feedback and complaints. complaints, even those resolved efficiently. Tayside NHS Board : February 2020 : View PDF: 201803897: Fife NHS Board : January 2020 : View PDF: 201805931: Grampian NHS Board : October 2019 : View PDF: 201706689: Glasgow City Health and Social Care Partnership : August 2019 : View PDF Complaints _____29 Barriers to making complaints _____29 Health and Sport Committee ... session with the Cabinet Secretary for Health and Sport. Care should be decided and delivered with the input of you and your family. Some complaints can be resolved through mediation. Those who are responsible for looking after your health will do whatever they can to make sure you are given the best possible treatment. You can also give your feedback by sharing your experience on the Care Opinion website. The data presented includes response times, issues raised and outcomes. What to include in a complaint You can make a complaint in writing, by phone, by email, in person or using an online complaints form. Find public health research, evidence, evaluations and resources. The national Health Board working to reduce health inequalities and improve population health in Scotland. Documents. For assistance with this or for further information or advice on how to complain about these services, contact: To leave feedback or make a complaint about an NHS Highland service, contact: To leave feedback or make a complaint about acute service, contact: For complaints about services in Hairmyres Hospital. Healthcare Improvement Scotland Supporting the delivery of high quality, evidence-based care and scrutinising services to provide public assurance about the quality and safety of healthcare. Learn more about NHS Grampian complaints procedure. There are also 31 integration authorities which provide health and social care at a local level. We’re working continually to improve it, and will be adding to the content and functionality over the next few months. We also use non-essential cookies to help us improve our websites. Involving stakeholders is considered key to ensuring our services are designed to deliver safe, effective, person-centred care and treatment. NHS care is usually very good and most people don’t have any problems. Please don't provide any personal information. data collected is anonymised. If you don’t feel comfortable doing this, you can contact the complaints and feedback team at your local health board for advice. Health advice on COVID-19, including social distancing and stay at home advice is available from NHS Inform. Any data collected is anonymised. The Scottish Public Services Ombudsman . Feedback and Complaints. Contact the NHS Lothian Complaints Team to find out how they can help. Visit our dedicated page with information for staff and members of the public about Coronavirus (Covid-19). Find public health research, evidence, evaluations and resources. Description. Learn more about NHS Greater Glasgow and Clyde complaints procedure. But occasionally things can go wrong. The SPSO is independent from the NHS and Scottish Government. Help shape your hospital and community services. Find out how you can get in touch with different areas of NHS National Services Scotland. The vast majority of our patients have a good experience. If you’d like to make a complaint about your treatment or access to healthcare, you should make this directly to the local health board concerned or GP surgery involved. For public health services complaints, contact the Local Government Ombudsman.. A ‘Public-Facing Document’ has been produced providing information on the new complaints procedure. This includes complaints about the NHS in Scotland. All NHS bodies (including every GP practice) must adopt both the new CHP and the ‘Public-Facing Document’. You can also give your feedback by sharing your experience on the Care Opinion website. Private Dental Services. If you are not happy about how the NHS has handled your complaint you can refer the matter to the Scottish Public Services Ombudsman (SPSO) or seek a judicial review. If your complaint is about NHS 24, the Golden Jubilee National Hospital, the Scottish Ambulance Service or the State Hospital, you can find out who to complain to on the NHS Inform complaints page. The NHS board must tell you how to do this when they send you the final decision. Health Secretary Alex Neil said: “Our health service does a fantastic job in the overwhelming number of cases. We use cookies on this website which are essential for it to work. For complaints about services in Wishaw General Hospital. West of Scotland health board complains about chastity school speaker . National Health Service Scotland Complaints Handling Procedure Foreword [This is a suggested foreword for endorsement by your Board’s Chief Executive, Practice partner/owner or other senior person in your organisation. First published on 14 July 2017. This document tells you about NHSScotland's complaints procedure, how to make a complaint to us here at NHS Health Scotland and what you can expect from us when we are dealing with your complaint. Accessibility links. If you’re unhappy with the NHS care or treatment you've received, you have a right to complain using the NHS complaints procedure. This change places greater emphasis on Early Resolution of complaints, valuing the feedback we receive, accurately recording it and learning from the experience to … NHSScotland public facing model complaints handling procedure. 1 Complete our form. NHS Tayside values your comments, good or bad, to help us improve the service. Complaints about Healthcare Improvement Scotland This leaflet tells you about our complaints procedure and how to make a … Please note postal mail will only be opened on a weekly basis for the foreseeable future, therefore please complete our online form. Complaints team: Complaints team PO Box 13, Eglinton House, Ailsa Hospital, Dalmellington Road, Ayr KA6 6AB Telephone 01292 513620 please note: your call may be recorded Fax 01292 513665 Email: complaintsteam@aapct.scot.nhs.uk Freephone number for feedback, comments, concerns and complaints call 0800 169 1441 The Health Board can act as ‘honest broker’ to facilitate communication between you and the practitioner but has no responsibility to investigate complaints. All GPs are required by their contract to have a practice-based system for handling complaints, and practices must co-operate with the local health board in the investigation of concerns. We provide healthcare to over 1.2 million people and employ around 38,000 staff. The way we access urgent care has changed. HIS lead the scrutiny and public assurance of health services in Scotland. The vast majority of our patients have a good experience. Visit the Golden Jubilee National Hospital, Scottish Public Services Ombudsman (SPSO), Report a problem with a medicine or medical device. If you are unhappy with an NHS board's final decision, you can ask the Scottish Public Services Ombudsman (SPSO) to review your complaint. You appear to be using an unsupported browser, and it may not be able to display this site properly. NHS Board complaint mechanisms Following allegations that a former Head of Neurosurgery at NHS Tayside harmed patients for years with no systems in place to pick up his mistakes, the Cabinet Secretary for Health and Sport wrote to all chairs and chief executives of health boards in Scotland to: To leave feedback or make a complaint about an NHS Ayrshire and Arran service, contact: You can also submit feedback through NHS Ayrshire & Arran's feedback form. Find what you're looking for on mygov.scot. The SPSO is independent from the NHS and Scottish Government. You can make your complaint in person, by phone, by e-mail or in writing. To leave feedback or make a complaint about the Golden Jubilee National Hospital, contact: To leave feedback or make a complaint about the Scottish Ambulance Service, contact: To leave feedback or make a complaint about The State Hospital, contact: Don’t include personal information e.g. Description. These include NHS Education for Scotland (NES) and Healthcare Improvement Scotland (HIS). If you don't feel comfortable doing this, the health board may be able to act as an intermediary between you and these services, to help resolve any differences. For example if it's a complaint about your doctor, you could complain to the surgery. To provide feedback or complain about your COVID-19 testing experience or your experience of the National Contact Tracing Centre please complete the form below. The Scottish Public Services Ombudsman . The Board, one of NHS Scotland’s Special Health Boards, is a high secure forensic mental health facility. This is a service where independent mediators help the parties to reach an agreement. Special NHS Boards. Documents. Complaints about Healthcare Improvement Scotland This leaflet tells you about our complaints procedure and how to make a … To give feedback or make a complaint you can: speak to a member of staff - this can be the best way to give feedback and resolve issues quickly contact your NHS Board by phone, email or online. Visit our Keep Well in Winter site for advice on how to look after your own and your family’s health this winter. Scottish Government guidance for all those appointed under statute to be members of the boards of public bodies in Scotland. Healthcare Improvement Scotland Supporting the delivery of high quality, evidence-based care and scrutinising services to provide public assurance about the quality and safety of healthcare. Return to top. Learn more about NHS Dumfries & Galloway complaints procedure. They explain the complaints handling procedure and when you'll get a response. If you have not received a response within 20 working days, you can contact the Scottish Public Services Ombudsman (SPSO). Any enquiries for Health Protection Scotland can be sent to the following address: Health Protection Scotland Public Health Scotland Meridian Court 5 Cadogan Street Glasgow G2 6QE. 20 day investigation stage: this will apply to complaints that have not been resolved at the early resolution stage or identified as complex. Concerns about primary care providers can be raised with the local health board, but the board must then decide if it would be more appropriate for the primary care provider to consider the complaint. Tell us your experience of our services, have your say, and more. If you have not received a response within 20 working days, you can contact the Scottish Public Services Ombudsman (SPSO). Complaints. If you’d like to make a complaint, please contact the practice or shop manager in the first instance. To give this some perspective, the NHS in Scotland oversees an estimated 24 million GP or practice nurse consultations, over 4.5 million hospital outpatient appointments and … Public Health Scotland Public Health Scotland is Scotland’s lead national agency for improving and protecting the health and wellbeing of all of Scotland’s people. Inform, Engage and Consult . Learn more about NHS Orkney complaints procedure. Glasgow City Integration Joint Board Complaints Team; NHS Greater Glasgow and Clyde Complaints Team for community health; Glasgow City Council Complaints Team for social care; make a media enquiry to: NHS Greater Glasgow and Clyde Media Team for community health; Glasgow City Council Media Team for social care; report a concern about a child or an adult General Enquiry. Complaints Officer Public Health Scotland Meridian Court Cadogan Street Glasgow G2 6QQ. To complain about prison healthcare at Barlinnie, Greenock and Low Moss prisons contact: To complain about a GP surgery, an NHS dental surgery, an NHS optician’s practice or a community pharmacy, please contact them directly. Learn more about NHS Tayside complaints procedure. Health boards are all accountable directly to the Scottish Parliament and this report considers the issues of staff, clinical and corporate governance in turn. NHS Boards will not investigate a complaint which has already been investigated by a GP practice. Our Health Heroes awards is a UK-wide campaign dedicated to celebrating, recognising and saying ‘thank-you’ to the thousands of unsung heroes who work in the NHS, social care sector, private healthcare and specialist healthcare services throughout the UK. We aim to resolve your complaint within five working days. A TOTAL of 1,700 complaints relating to patients being discharged from hospitals have been made to Scottish health boards since 2014/15. For complaints about the NHS Board’s functions, you can... Write to us at: Complaints Department North East Sector Offices, Stobhill Hospital 300 Balgrayhill Road Glasgow G21 3UR. Please see the link for further information about how to make a suggestion or complaint. Learn more about NHS Borders complaints procedure. Private Dental Services. The list of NHS Boards below offers you a quick link to the Minor Ailment Service Local Formulary for your area :-Please note that this page is currently being updated, please go to your board page for the appropriate documentation . Special NHS Boards. NHS Boards must confirm implementation of the new procedure to the Scottish Government. By continuing to use this site, you agree to our use of If you wish to comment or give feedback about this website or make a complaint about our content or any operational issues, contact the Service Desk team.. Additionally, you can take a look at the NHS website complaint process (PDF, 167kb) or, for more detailed information, see the NHS website complaints policy (PDF, 620kb). See comments and complaints on the main Public Health Scotland website. You've been redirected from a site that no longer exists Learn more about NHS Forth Valley complaints procedure. They are supported by seven special boards, which provide national services. First published on 14 July 2017. Visit NHS inform for more information about NHS feedback, complaints and your rights. If you’re unhappy about your treatment for a mental health problem, you may be able to make a complaint. For help and advice with complaints, contact your local Patient Advice & Support Service (PASS). Feedback and complaints Providing feedback; Patient rights; Frequently asked questions; Independent feedback services ; Contact Patient Relations; NHS Fife Annual Complaint Reports; We aim to provide the highest quality services possible by delivering safe, effective and person-centred care. NHS Complaints Dashboard. To give feedback or make a complaint you can: speak to a member of staff - this can be the best way to give feedback and resolve issues quickly contact your NHS Board by phone, email or online. If you are unhappy with an NHS board's final decision, you can ask the Scottish Public Services Ombudsman (SPSO) to review your complaint. To complain, raise a concern, or provide feedback on our products or services (such as our information materials or leaflets), please use the link below. NHSScotland public facing model complaints handling procedure. Freephone number for feedback, comments, concerns and complaints call 0800 169 1441 For more general information about making a complaint about the NHS in Scotland read the factsheet or leaflet. Your Health Board. We also use non-essential cookies to help us improve our websites. Version 3 January 2019 2 Quick guide to our complaints procedure Complaints procedure You can make your complaint in person, by phone, by e-mail or in writing. NHS Health Scotland is the national Health Board working to reduce health inequalities and improve population health in Scotland. The Health Board can act as ‘honest broker’ to facilitate communication between you and the practitioner but has no responsibility to investigate complaints. Note: Your feedback will help us make improvements on this site. Learn more about NHS Ayrshire & Arran's complaints procedure. If you do not want to make a direct complaint or your complaint has not been resolved, contact your local NHS health board or special NHS board. The Education Scotland complaints handling procedure (attached below) covers concerns and formal complaints about our work and the work of our staff. For non-health related advice on COVID-19 please visit the Scottish Government. Feedback, complaints and your rights Your rights and responsibilities when giving feedback or making a complaint about the NHS in Scotland Complain about a GP, pharmacy, dentist or hospital in Scotland Who to contact at your local health board to leave feedback or make a complaint Duty of candour Scottish Government guidance for all those appointed under statute to be members of the boards of public bodies in Scotland. To lodge a complaint with us regarding VisitScotland please fill out this form with details of your experience. They are supported by seven special boards, which provide national services. The NHS Complaints dashboard provides users with the statistics for hospital and community services, family health services and special boards up to end March 2017. For practitioners and policy makers, Community Planning and Health and Social Care Partnerships, and other public service staff. Learn more about NHS State Hospital complaints procedure. The first reported case of community transmission was on 11 March 2020 and the first reported coronavirus death in Scotland was on 13 March 2020. Email patient.experience@borders.scot.nhs.uk please provide your full postal address and telephone details and that of the patient if you are complaining on behalf of somebody. Turn cookies on or off, Coronavirus (COVID-19): what you need to know. Learn more about NHS Lanarkshire complaints procedure. There are currently two occupational pension schemes for National Health Service staff in Scotland: the National Health Service Superannuation Scheme (Scotland) and National Health Service Pension Scheme (Scotland) 2015. Feedback, complaints and your rights Your rights and responsibilities when giving feedback or making a complaint about the NHS in Scotland Complain about a GP, pharmacy, dentist or hospital in Scotland Who to contact at your local health board to leave feedback or make a complaint Duty of candour If you’re unhappy with the NHS care or treatment you've received, you have a right to complain using the NHS complaints procedure. Mental health services complaints. Learn more about NHS Fife complaints procedure. (). Patient enquiries. Find out about how we're run, our values and our performance. Get In Touch / Get Involved. The NHS Constitution sets out your rights as a patient, and explains the … NHS Health Scotland is the national Health Board working to reduce health inequalities and improve population health in Scotland. For more information see the NHS Ayrshire and Arran Complaints Handling Procedure. There are also 31 integration authorities which provide health and social care at a local level. NEW NHS COMPLAINTS PROCESS: As of 1 April 2017, the way NHS complaints are handled in Scotland has changed. Minor Ailment Service (MAS) Formulary. You can ask for mediation or Health Boards may offer to provide it, but it can go ahead only if both parties agree to it. If you have a … The service is free, independent and confidential. These include NHS Education for Scotland (NES) and Healthcare Improvement Scotland (HIS). If the NHS has fully investigated your complaint and you are still not happy, you can ask the Scottish Public Services Ombudsman (SPSO) to consider your complaint further. This change places greater emphasis on Early Resolution of complaints, valuing the feedback we receive, accurately recording it and learning from the experience to … If you don’t feel comfortable making a complaint directly to a GP or dental practice, pharmacy or optician, contact: To leave feedback or make a complaint about an NHS Lothian service, contact: To leave feedback or make a complaint about an NHS Orkney service, contact: To leave feedback or make a complaint about an NHS Shetland service, contact: To leave feedback or make a complaint about an NHS Tayside service, contact: To make a complaint about an NHS Western Isles service, contact: To leave feedback or make a complaint about NHS 24, contact: You can also leave feedback about NHS 24 using the feedback form on the NHS 24 website. By telling us about your care, you help us to give you the best care possible, provide a better service, and put people at the heart of it. name, location or any personal health conditions. Any You may, however, want to write an alternative foreword presenting the complaint handling procedure’s key aims, benefits and requirements.] NEW NHS COMPLAINTS PROCESS: As of 1 April 2017, the way NHS complaints are handled in Scotland has changed. Contact us Contact us Find out more. feedback on how we can improve this service. Health News. site to work. Complain about a GP, pharmacy, dentist or hospital in Scotland, RenfrewshireHSCP.Complaints@ggc.scot.nhs.uk, PatientAffairs.Hairmyres@lanarkshire.scot.nhs.uk, PatientAffairs.Wishaw@lanarkshire.scot.nhs.uk, PatientAffairs.Monklands@lanarkshire.scot.nhs.uk, PatientAffairs.PrimaryCare@lanarkshire.scot.nhs.uk, Chat to an NHS operator in our Live Chat - opens a new window. ‘On-the-spot’ apology, explanation, or other action to resolve the complaint quickly, in five working days or less, unless there are exceptional circumstances. Public Health Scotland Public Health Scotland is Scotland’s lead national agency for improving and protecting the health and wellbeing of all of Scotland’s people. The national Health Board working to reduce health inequalities and improve population health in Scotland. NHS Greater Glasgow and Clyde is the largest health board in the UK. If you are a patient, visit Scotland's Service Directory on the NHS Inform website to find out how to access local NHS services. To leave feedback or make a complaint about an NHS Borders service, contact: The NHS Borders Chief Executive is responsible for the management of complaints. Learn more about NHS24 complaints procedure. NSS feedback, comments, concerns and complaints You can leave feedback, comments or raise concerns about NHS National Services Scotland, the National Contact Tracing Centre or your COVID-19 testing experience by completing the form below. The COVID-19 pandemic was first confirmed to have spread to Scotland on 1 March 2020 with the positive COVID-19 test of a male Tayside resident who had recently travelled between Scotland and northern Italy. Complaints regarding GPs, Dentists, Chemists or Opticians: If your complaint is about any of the above services you should complain to the practice directly. We use cookies on this website which are essential for it to work. Your cookie settings have been saved. If you are not happy about how the NHS has handled your complaint you can refer the matter to the Scottish Public Services Ombudsman (SPSO) or seek a judicial review. Continually to improve or off, Coronavirus ( COVID-19 ) us regarding VisitScotland please fill out this form with of. Independent from the NHS Ayrshire & Arran 's complaints procedure and Arran complaints handling (. Clyde complaints procedure board about private health care or anything you 're taking legal action about and.! 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