Resources and learning materials outlining policy and process on feedback and complaints.
On 3 October 2016 the NHSScotland Complaints Handling Procedure was published by means of DL (2016) 19. This revised procedure required amendments to regulations and directions made under the Patient Rights (Scotland) Act 2011 and subsequently the Patient Rights (Feedback, Comments, Concerns and Complaints) (Scotland) Directions 2017 came into force on 1 April 2017.
Handling Complaints with Care is a quick view guide for staff and contractors to the new NHSScotland Complaints Handling Procedure.
To support staff in responding to feedback and complaints we have developed a range of e-learning modules which can be accessed below. Modules 1 -5 are for staff involved in dealing with complaints and module 6 is explicitly for complaints investigators.
The Emotional Touchpoint Process
Here are links to a series of audio recordings which capture a hypothetical situation in which a practice manages a complaint from a patient. You should listen to these recordings and read the supporting documentation provided below. Consider throughout how well you think the situation has been handled, and if you would have done anything differently.
GP complaints audio scene 1
GP complaints audio scene 2
GP complaints audio scene 3
GP complaints audio scene 4
GP complaints audio scene 5
Removal from the Practice list letter
Letter of Complaint
Practice response letter
Complaint form to SPSO
SPSO decision letter
GP Practice Managers' training facilitators questions
This learning resource consists of a written publication which provides information and guidance for staff on story-gathering to help them to harness the power of personal stories. In addition there is a series of short films to support those who provide NHS services to consider how personal stories can be used to inform service improvement. Real carers share their experiences and members of staff who provide NHS services also share their experiences of using personal stories within their role.
Harnessing the power of personal stories to drive service improvement. Information and guidance for staff on story-gathering
A short video of Dugald's personal story
A short video to Dugald's guided discussion
A short video to Dugald's observations
A short video of Ella's personal story
A short video from Ella - what happened next
A short video to Ella's guided discussion
A short video of NHS Fife's experience
A short video of NHS Highland's experience
A short video to NHS Lanarkshire's experience
A short video to the Scottish Ambulance Service experience
A series of podcasts have been produced to supplement the guide and provide further information about the new procedure. These have been recorded by Craig White and Joanna Swanson from the Scottish Government and John Stevenson from the Scottish Public Services Ombudsman.
Craig's complaints handling procedure podcast
A transcript of Craig's complaints handling procedure podcast
Joanna's complaints handling procedure podcast
A transcript of Joanna's complaints handling procedure podcast
John's complaints handling procedure podcast
A transcript of John's complaints handling procedure podcast