The Scottish Health Council's 2014 report Listening and Learning - How Feedback, Comments, Concerns and Complaints Can Improve NHS Services in Scotland recommended that a revised, standa
Complaints Handling Procedure
Foreword by Maria Docherty, NHS 24 Director of Nursing & Care
NHS 24 values all feedback, including complaints, and aims to enhance services through a person-centred approach that respects everyone's rights The organization empowers staff to address complaints promptly at the service delivery level, ensuring responses are thorough, impartial, and fair, supported by evidence-based decisions grounded in the facts of each case.
The NHS has developed a standardized complaints handling procedure in collaboration with the Scottish Public Services Ombudsman (SPSO), ensuring compliance with SPSO guidance and the Patient Rights (Scotland) Act 2011 This procedure is designed to facilitate prompt and effective resolution of complaints, emphasizing local and early resolution by well-trained staff to achieve the goal of getting it right the first time.
We are committed to delivering the highest quality, safe, and person-centred care to our communities To enhance our services, we actively listen to feedback and address complaints, which offer valuable insights into individuals' care experiences This information helps us identify concerns, resolve issues, and implement changes to prevent future occurrences.
Our complaints handling procedure is designed to foster positive relationships with our service users and restore trust when issues arise By placing the complainant, along with their families and carers, at the center of the process, we aim to address complaints efficiently and resolve them promptly This approach not only helps us learn from each situation but also enables us to enhance our services for all.
The Health Board oversees the delivery of health services, while the Health and Social Care Partnership is tasked with planning and directing delegated services in their area Effective integration of health and social care necessitates collaboration among staff from the health board, local authority, and third sector organizations to deliver cohesive, person-centered services.
Under the integration of health and social care, two distinct complaints handling procedures will continue to exist However, starting from April 1, 2017, the alignment of these procedures aims to ensure consistency and clarity in managing integrated complaints.
What if the person raising the issue does not want to complain? 10
Complaints involving more than one NHS service or organisation (Shared Complaints) 10
Overlap with other duties on NHS bodies 11
Complaints that span health and social care services 11
The NHS 24 complaints handling process 12
What to do when you receive a complaint 13
Closing the complaint at the early resolution stage 16
When to escalate to the investigation stage 16
What to do when you receive a complaint for investigation 17
Contact with the person making the complaint at the start of the investigation 18 Timelines 18
Meeting with the person making the complaint during the investigation 20
Closing the complaint at the investigation stage 21
Meetings and post decision correspondence with the person making the complaint 22
Governance of the Complaints Handling Procedure 25
Feedback and Complaints Manager: (NHS 24 Director of Nursing & Care) 25
Feedback and Complaints Officer (NHS 24 Patient Experience Manager) 26
All staff in the organisation 26
The SPSO liaison officer (NHS 24 Patient Experience Manager) 27
Recording, monitoring, reporting, learning from and publicising complaints 27
Performance reporting by Primary Care service providers Error! Bookmark not defined.
Supporting the person making the complaint 32
Patient Advice and Support Service (PASS) 32
Time limit for making complaints 33
Appendix 3: Feedback, Comments, Concerns or Complaints Assessment Matrix 37
Timelines at the early resolution stage 38
Extension to the five-day timeline 38
Transferring cases from early resolution to investigation 39
Appendix 5: The NHS complaints handling procedure 42
Indicator One: Learning from complaints 43
Indicator Two: Complaint Process Experience 43
Indicator Three: Staff Awareness and Training 44
Indicator Four: The total number of complaints received 44
Indicator Five: Complaints closed at each stage 44
Indicator Six: Complaints upheld, partially upheld and not upheld 44
Indicator Eight: Complaints closed in full within the timescales 45
Indicator Nine: Number of cases where an extension is authorised 45
Appendix 7: Who submitted the complaint? 46
Adults who cannot give consent 48
The Patient Rights (Scotland) Act 2011 empowers individuals to provide feedback, express comments, raise concerns, and file complaints regarding NHS services This legislation mandates NHS boards to proactively encourage and monitor feedback, take appropriate action, and disseminate insights gained from public input According to the Scottish Health Council's 2014 report, "Listening and Learning," effective management of feedback and complaints is essential for improving NHS services.
To enhance NHS services in Scotland, it is recommended to create a standardized complaints process that aligns with existing legislation and the 'Can I Help You?' guidance for managing feedback and complaints This document outlines the procedures our staff will follow when addressing NHS 24 complaints, while another public-facing document details the complaints handling procedure for individuals submitting complaints.
This article outlines the complaint response processes based on the NHS Model Complaints Handling Procedure It includes references and links for detailed information on recording complaints and the criteria for approval and time extensions Additionally, it describes the methods for processing, managing, and making decisions on various types of complaints.
The procedure supports us to meet the requirements of the Patient Rights (Scotland) Act
Valuing Complaints is a comprehensive resource designed to enhance complaints handling in the public sector, aligning with the SPSO Statement of Complaints Handling Principles and the best practices outlined by the Complaints Standards Authority The website offers model complaints handling procedures, implementation guidance, and training resources to foster a culture that values complaints as a means of improving public service delivery For more information, visit [Valuing Complaints](http://www.valuingcomplaints.org.uk).
We are committed to ensuring that users of our services, along with their families and unpaid carers, are informed about the feedback and complaint process, as well as the support available to them Additionally, we will educate our staff and service providers on this procedure, ensuring they are equipped to handle and document complaints effectively during the early resolution stage.
The Apologies (Scotland) Act governs apologies made under the specified procedure, which is designed to complement the duty of candour established by the Health (Tobacco, Nicotine etc and Care) (Scotland) Act 2016 and its associated Regulations, once implemented.
This complaints handling procedure is based on the human rights principles of:
Participation: everyone has the right to participate in decisions which affect them, including issues of accessibility and the provision of information that people can understand
Accountability: service providers have a duty to the public, patients and staff to investigate complaints and seek effective remedies
Non-discrimination and equality: the complaints process is available to everyone and vulnerable or marginalised groups are supported to participate in the process
Empowerment: everyone should be aware of their rights, the complaints process and be involved in the process to reach an effective remedy
The complaints process is designed to uphold the human rights of staff, patients, and others while ensuring compliance with all relevant legislation It focuses on providing a quick, simple, and efficient method for resolving complaints at an early stage and locally, facilitated by well-trained and capable staff.
NHS 24’s definition of a complaint is:
Public dissatisfaction arises when individuals express concerns regarding an organization's actions, inactions, or the quality of service it provides.
dissatisfaction with the organisation’s policy;
treatment by or attitude of a member of staff;
transport concerns, either to, from or within the healthcare environment;
the organisation’s failure to follow the appropriate process;
This list does not cover everything
Not all concerns can be addressed by NHS 24; issues related to the conduct, ethics, or performance of individual health professionals may require investigation by their respective professional bodies These bodies include the Nursing and Midwifery Council, General Medical Council, General Dental Council, Royal Pharmaceutical Society, and General Optical Society If serious concerns about a registered healthcare worker arise, it is essential to refer the matter to the appropriate professional regulator.