The framework
NHS Scotland complaints use the NHS Model Complaints Handling Procedure published by the Scottish Public Services Ombudsman. See also NHS inform on feedback and complaints.
Stage 1: early resolution
- Raise the concern with staff or the local feedback and complaints team as soon as possible.
- Target response: 5 working days.
Stage 2: investigation
- Ask for a Stage 2 investigation if Stage 1 does not resolve the issue, or straight away for serious concerns.
- Target response: 20 working days. Longer investigations must keep you updated in writing.
Escalation to SPSO
If you remain dissatisfied with the Stage 2 response, escalate to the Scottish Public Services Ombudsman (SPSO). SPSO has its own rules; broadly, the Board process must be complete first and there are time limits.
Contrast with England
- England: NHS Complaints Regulations 2009, escalation to PHSO.
- Scotland: NHS Model Complaints Handling Procedure, escalation to SPSO.
- Do not use PHSO or English templates for NHS Scotland.
Frequently asked questions
What procedure does NHS Scotland use?
The NHS Scotland Complaints Handling Procedure, mandated by the Scottish Public Services Ombudsman and used across every NHS Board. It has two stages: early resolution (Stage 1) and investigation (Stage 2).
How long do I have to complain?
Normally within 6 months of the event or of becoming aware of it. Boards can accept later complaints where there is good reason.
How long should the response take?
Stage 1 aims for five working days. Stage 2 aims for 20 working days. Longer investigations must keep you updated.
Who is SPSO?
The Scottish Public Services Ombudsman. If you are unhappy with the Board's Stage 2 response you can ask SPSO to consider it. SPSO is Scotland's equivalent of PHSO.
Is this the same as England?
No. NHS England is covered by the NHS Complaints Regulations 2009 with escalation to PHSO. Use Scottish procedure and SPSO for NHS Scotland.
General information and document drafting, not legal advice. Finally Seen is not affiliated with NHS Scotland or SPSO. Check current guidance at nhsinform.scot and spso.org.uk before sending.