Complaints
We are committed to providing high quality care and treatment to people in our communities through the delivery of safe, effective and person-centered care. We understand, however, that sometimes things go wrong. If you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right. If we cannot resolve matters in the way you want, we will explain why.
What is a complaint?
We regard a complaint as 'any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us'.
Who can complain?
Anyone can make a complaint. You can complain directly to us or, if you would rather have someone make the complaint on your behalf, we can deal with your representative. This could be a relative, carer, friend or any other person you choose.
If you agree to someone making a complaint on your behalf, it is important for you to know that we will need to ask permission for us to deal with that person.
What can I complain about?
You can complain about things like:
- your are and/or treatments;
- delays;
- a failure to provide a service;
- an inadequate standard of service;
- a lack of information and clarity about appointments;
- difficulty in making contact with us for queries;
- treatment by or attitude of a member of our staff;
- environmental or domestic issues;
- operational and procedural issues;
- our failure to follow the appropriate process;
- your dissatisfaction with our policy.
We realise it is not possible to list everything. If you would like to complain about something which is not listed, we encourage you to do so.
What can't I complain about?
There are some things we cannot deal with through our complaints process:
- a routine, first-time request for a service;
- a request for a second opinion in respect of care or treatment;
- matters relating to services not provided by or funded by the NHS;
- matters relating to private healthcare or treatment;
- a previous complaint where we have given our final response;
- a complaint being investigated by the Scottish Public Service Ombudsman (SPSO);
- a complaint about which you have commenced legal proceedings, or have clearly stated you intend to do so, rather than pursue the matter through our complaints process.
If other procedures can help you resolve your concerns, we will give information and advice to help you.
How do I complain?
You can submit a complaint by e-mail or in writing, addressed to Megan Biggerstaff (Business Manager). If you do not wish the Business Manager to handle your complaint, please explain this in your complaint, and the reasons why.
When complaining, please tell us:
- Your full name and address;
- The full name, address and date of birth of the person affected;
- As much as you can about the complaint;
- What has gone wrong;
- When did it happen;
- Where did it happen; and
- How you would like us to resolve the matter.
Giving us this information will help us to clearly identify the problem(s) and what we need to do to resolve matters.
How long do I have to make a complaint?
Normally, you must make your complaint within six months of:
- the event you want to complain about; or
- finding out that you have a reason to complain, but no longer than 12 months after the event itself.
In exceptional circumstances, we may not be able to accept a complaint after a time limit. If you feel the time limit should not apply to your complaint, tell us why.
If we decide that, because of the time that has passed since the incident occurred, we cannot consider your complaint, you can ask the Scottish Public Service Ombudsman (SPSO) to review our decision.
Complaints Procedure
Stage One
We will always try to resolve your complaint quickly, within 5 working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage Two.
Stage Two
We can look at complaints immediately at this stage, if it is clear the concerns are complex and/or need detailed investigation.
We will acknowledge your complaint within 3 working days and will give you our decision as soon as possible. This will be within no more than 20 working days. If we need more time, we will communicate the reasons for this.
If you are still unhappy...
If you are still unhappy with our final response, you can ask the Scottish Public Service Ombudsman (SPSO) to review your concerns and our response.
The SPSO cannot normally look at:
- a complaint that has not completed our complaints procedure;
- events that happened, or that you became aware of, more than a year ago; or
- a matter that has been or is being considered in court.
Detail on how to contact the SPSO will be on your final response letter from us.
Getting help to make your complaint
We understand you may be unable, or reluctant, to make a complaint yourself. We accept complaints from representatives of a person who is unhappy with our service as long as the person has given permission for us to deal with that person.
The Patient Advice and Support Service (PASS) is an organisation that provides free and confidential advice and support to patients and other members of the public in relation to NHS Scotland. The service promotes awareness and understanding of the rights and responsibilities of patients and can advise and support people who wish to make a complaint to the NHS.
Further information can be found on their website: www.patientadvicescotland.org.uk.
We are committed to making NHS services easy to access for all members of the community. In line with our statutory equalities duties, we will always ensure reasonable adjustments are made to help you access and use our services. If you have trouble putting your complaint in writing, tell us in person.