Person-centred care zone

Every complaint is an opportunity to listen, learn and improve. How we respond when concerns are raised can make a lasting difference to a person's experience and help rebuild trust when things have not gone as expected.

Invest in your confidence. Strengthen your communication skills. Help create better experiences for the people who use our services.

Our e-learning resources have been designed to help you develop the knowledge, confidence and practical skills needed to handle complaints in a person-centred way. Whether you are new to complaint handling or looking to refresh your skills, the short modules above will support you to respond effectively, compassionately and professionally. 

Based on evidence and best practice, the learning focuses on building positive relationships, improving communication and creating a supportive culture where concerns are welcomed as opportunities for learning and improvement.

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. 

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.

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.

Here are some videos filmed at a masterclass held for Executive and Non-Executive Directors of NHS Boards

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.