NHS Lothian Complaints Handling Procedure Early Resolution 5 working days For issues that are straightforward and easily resolved, requiring little or no investigation. ‘On-the-spot’ apology, explanation or other action to resolve the complaint, quickly, in five working days or less, unless there are exceptional circumstances. Complaints addressed by any member of staff, or alternatively referred to the appropriate point for early resolution. Complaint details, outcome and action taken recorded and used for service improvement. Investigation 20 working days For issues that have not been resolved at the early resolution stage or that are complex, serious or ‘high risk’. A definitive response provided within 20 working days following a thorough investigation of the points raised. Sensitive complaints that meet set criteria may have the opportunity for additional internal review. Responses signed off by senior management. Senior management have an active interest in complaints and use information gathered to improve services. Independent External Review Ombudsman For issues that have not been resolved by the service provider. Complaints progressing to the Ombudsman will have been thoroughly investigated by the service provider. The Ombudsman will assess whether there is evident of service failure or maladministration not identified by the service provider. SPSO decisions in relation to NHS Lothian are searchable on SPSO website. The latest investigation report is available here NHS Lothian Complaints Handling Procedure Child Friendly Complaints On 16 July 2024, the Scottish Public Service Ombudsman published their Child Friendly Complaints Principles with the main feature of these being that the child’s views and voice should be heard in any complaint about anything that affects them. This is particularly important in services, such as healthcare, where the service is being provided directly to the child. Further details on these principles can be found at Child Friendly Complaints | SPSO Children have the right to express their views and to be listened to by the adult professionals making decisions that affect them and their life. If things go wrong, they have the right to make a complaint, either on their own, or with the help of a relative, friend or an advocate. These principles underpin how we will handle and investigate complaints from or involving children, in a way that respects their rights under the United Nation Convention on the Rights of the Child (the UNCRC). NHS Lothian is required to follow these Principles and may seek consent from your child or young person when a complaint is made about them, on their behalf or about matters that affect them, this means that we may need to speak to your child as part of this process and ask that they complete a consent form.
