It is your right to be able to speak to us about the service you or your business have received from Healthcare Improvement Scotland.
You have the right to:
- give feedback about our services
- make comments about our services
- raise concerns about our services
- make complaints about our services
We can only deal with comments and complaints about us or the the independent healthcare services we regulate.
How to submit a complaint to us
You can make a complaint to us about the following:
- delays
- failing to provide a service
- inadequate standard(s) of a service
- dissatisfaction with any of our policies
- treatment by or attitude of a staff member
- environmental or domestic issues
- operational and/or procedural issues
- our failure to follow appropriate processes
- difficulty in making contact with us for queries
You can make your complaint in person, by phone or by email
Nursing and Systems Improvement Directorate
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh EH12 9EB
Phone: 0131 623 4598
Email: his.complaints@nhs.scot
How we deal with complaints
We have a two-stage complaints procedure when dealing with complaints about our organisation.
Stage one: early, local resolution
In the first instance we encourage individuals to discuss feedback, comments, concerns, or complaints with the staff most involved. This is so that where possible, issues can be resolved as quickly and informally as possible.
We will always try to resolve your complaint quickly, within five working days if we can. If you are unhappy 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 will also look at some complaints immediately at this stage if they are complex or need detailed investigation.
We will acknowledge your complaint within three working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
Further information on our complaints procedure and how to make complaint can be found on our website.
NHS complaints procedure
Our complaints process does not cover other NHS bodies.
If you are considering a complaint about an NHS board, first talk to a member of staff involved in your care. If you do this, they can try to sort out your complaint on the spot.
If you can’t or you do not wish to do this, you can ask to speak to:
- a senior member of staff, or
- the Feedback and Complaints Officer for the NHS organisation involved
If you prefer to complain in writing rather than in person or over the phone, you can send a letter or an email to the relevant NHS organisation.
For further information on how we handle complaints, or to receive a full copy of our complaints handling procedure, you can contact us by telephone, email or in writing.
Further advice if your complaint is about a GP, pharmacy, dentist or hospital
NHS staffs and raising concerns
NHS staff and other health and care professionals can refer patient safety and quality of care concerns to us.
Further information is available on our ‘Responding to concerns’ pages.
Your data
Any personal data submitted as part of a complaint will be managed under our privacy policy.