What happens when I complain? NHS Lothian aims to resolve complaints as quickly as possible and as close to the point where the issue occurred. In many cases, this may involve an immediate apology, an explanation of what went wrong, and prompt action to put things right. If a complaint cannot be resolved straight away, NHS Lothian follows a two-stage complaints procedure. If, after the investigation, you remain unhappy with the outcome, you have the right to refer your complaint to the Ombudsman. Stage 1 – Early Resolution Where a complaint is straightforward and can be resolved quickly, staff will aim to resolve it within five working days, unless there are exceptional circumstances. This is known as Stage 1 – Early Resolution. Stage 2 – Investigation If your complaint is more serious or complex, or if it has not been resolved during Stage 1, it will move to Stage 2 – Investigation. At this stage, NHS Lothian will acknowledge your complaint in writing within three working days. A member of staff may also contact you by telephone to discuss your concerns and better understand the outcome you are seeking.
