Complaints

NHS National Services Scotland (NSS) values your comments, good or bad, to help us improve the service

Further information about how to make a suggestion or complaint can be found on the NHS Lothian website. 

Visit the NHS Lothian website (external link)

 

Regrettably, sometimes things can go wrong and the NHS Complaints Procedure aims to give you a quick, but thorough, response to your concern about NSS.

Compliments, complaints and feedback can be submitted using our online form. 

Fill out our feedback form

New NHS complaints process 

As of 1 April 2017, the way NHS complaints are handled in Scotland has changed. This change places greater emphasis on Early Resolution of complaints, valuing the feedback we receive, accurately recording it and learning from the experience to drive improvements in care.

This gives all staff, greater opportunity to demonstrate our values by listening to what our customers and donors are telling us, helping resolve their issues locally and showing a commitment to strive for continuous improvement. It is hoped that this approach will further ensure our services place customers and donors at the very heart of the safe and effective services which we aim to provide.

Key changes: 

  • early resolution stage: a 5 day, frontline resolution stage
  • 20 day investigation stage: this will apply to complaints that have not been resolved at the early resolution stage or identified as complex.

You can make your complaint in person, by phone, by e-mail or in writing.

We have a two-stage complaints procedure. We will always try to deal with your complaint quickly. But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Stage one: early, local resolution

We will always try to resolve your complaint within five working days. 

If you are dissatisfied with our response, you can ask us to consider your complaint at stage two. 

Stage two: investigation 

We will look at your complaint at this stage if you are dissatisfied with our response at stage one. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation.

We will acknowledge your complaint within three working days and aim to resolve it within 20 working days unless there is clearly a good reason for needing more time.

The Scottish Public Services Ombudsman

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the Scottish Public Services Ombudsman to consider it.

We will tell you how to do this when we send you our final decision.

Download our quick guide to complaints handling (PDF 614KB)

 

A full version of our complaints procedure is also available. 

Download our public complaints handling procedure (PDF 757KB)

 

If you require the leaflet or any of the information in a different format please get in touch with us by email (nss.website@nhs.net