How to make a complaint about independent healthcare services.
Summary
Our independent healthcare services complaints handling procedure reflects Healthcare Improvement Scotland’s commitment to addressing complaints made about a registered independent healthcare service in a person-centred way and to respect the rights of everyone involved.
It will support our staff to respond thoroughly, impartially and fairly by providing evidence-based decisions based on the facts of the case.
The procedure has been developed using the model complaints handling procedure developed by the Scottish Public Services Ombudsman (SPSO). We have a standard approach to handling complaints across independent healthcare services in Scotland, which follows the principles of the SPSO’s model complaints handling procedure. This procedure aims to help us ‘get it right first time’. We want quicker, simpler and more streamlined complaints handling with early resolution by capable, well-trained staff.
What is a complaint?
A complaint, as defined in this case, is an expression of dissatisfaction by an individual about an independent healthcare service. A complaint may relate to the quality of care and treatment experienced by a service user, actions a service/provider took that the service user deemed inadequate, or a service/provider’s failure to take action when necessary.
What can I complain about?
Complaints can be made about a variety of issues. Please read our complaints procedure for complainants and service providers for the full list of what you can and cannot complain about.
Who can make a complaint
Anyone who is affected by an act or omission of a service or provider can make a complaint.
Sometimes a complainant may be unable or reluctant to do so on their own. In these circumstances, we will accept complaints brought by third parties as long as the complainant has authorised the person to act on their behalf. This can include independent advocacy and support agencies.
The mygov.scot website has information on how to find an advocate.
Where a complaint is brought by a third party, we will ensure that the complainant has also consented to their personal information being shared as part of the complaints handling process, in line with current legal requirements.
In circumstances where no such consent has been given, we will take this into account when handling and responding to the complaint, but are likely to be constrained in terms of any investigation.
How to complain
Complaints can be made to:
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Email: his.ihcregulation@nhs.scot
Complaints are accepted within 6 months from the date the matter of the complaint comes to the person’s notice. We will not investigate complaints about events that occurred more than six months before the complaint is received.
Complaints can be received in any format, through any of the following methods:
- in writing (email or letter)
- during a telephone call, or
- in person (for example, during an inspection).
Complainants should ensure that all contact details including their telephone number and/or email address are included to allow us to easily contact them.
Complaints can also be received anonymously or in confidence.
Complainants will be encouraged in the first instance to try and resolve the relevant issue(s) through the service/provider’s own complaints procedure. We will also encourage complainants to use the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) complaints processes or the Consumer Redress Scheme, where the service/provider is a member of such a scheme(s).
If the complainant does not wish to do this, or has already done this and was not satisfied with the outcome, then we will assess the complaint for investigation.
Resources to support you
| Resource | Source | What it is and what’s it for? |
|---|---|---|
| Resource | Source Healthcare Improvement Scotland | What it is and what’s it for? Our independent healthcare complaints procedure in full |