Definition of Compliment, Concern, and Complaint NHS Lothian is committed to improving the services it provides for patients and their families. We encourage all forms of feedback, including complaints, and use it to continuously improve our services. Here is some information about the difference between compliments, feedback, concerns and complaints and what you can expect from each process. Compliment You may want to thank staff or share your thoughts about something that has been done well. This can be done directly to the department or shared via the below online feedback form. While compliments are always passed on, you won’t usually receive an acknowledgement. Feedback You can give us some general feedback which will be shared with the relevant service for their learning; however, you usually won’t receive acknowledgement about this. General feedback will commonly not be about your personal care but may reflect feedback general observations about the hospital or care and treatment. Concern You may wish to share your views or experience about a service or the care and treatment you have received. It may be things you’ve observed; such as not enough parking, poor signage, not enough information on a treatment offered, and you wish to highlight this as an area that could be improved. If you have a concern about your care or experience, you can share this via the below online feedback form. This will be sent to the relevant service, who have up to 20 working days to respond to you directly. Complaint NHS Lothian’s definition of a complaint is: ‘An expression of dissatisfaction by one or more members of the public about the Board’s action or lack of action, or about the standard of service provided by or on behalf of the Board.’
