The Patient Rights (Scotland) Act 2011 requires all NHS Boards to have effective complaints handling processes. Since the implementation of the Act there is a focus on patient rights and responsibilities which encourages the use of feedback, comments, concerns and complaints. The aim of the Act is to support the development of a culture that values and listens to the views of patients, carers and service users and helps to inform and improve care and services ensuring they are delivered in a person-centred way. “Can I help you?” is the revised good practice guidance for handling and learning from feedback, comments, concerns or complaints. This guidance stipulates that complaints should be acknowledged within 3-working days of receipt.
