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.<\/p>\n\n\n\n
Compliment<\/strong><\/p>\n\n\n\n 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 you may want to share it via our online feedback form<\/a><\/strong> to share your compliment.<\/p>\n\n\n\n Concerns<\/strong><\/p>\n\n\n\n You may wish to share your views or experience about a service or the care and treatment you have received.\u00a0 It may be things you\u2019ve 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.\u00a0 This can be done directly to the department or you may want to share via our online feedback form<\/strong><\/a> to share your concern.<\/p>\n\n\n\n Complaints<\/strong><\/p>\n\n\n\n NHS Lothian\u2019s definition of a complaint is: \u2018An 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.\u2019\u00a0 Please complete our online feedback form<\/a><\/strong> to share your complaint<\/p>\n\n\n\n What can I complain about?<\/strong><\/p>\n\n\n\n You can complain about things like:<\/p>\n\n\n\n \u2022 Your care and\/or treatment;<\/p>\n\n\n\n \u2022 Delays;<\/p>\n\n\n\n \u2022 A failure to provide a service;<\/p>\n\n\n\n \u2022 An inadequate standard of service;<\/p>\n\n\n\n \u2022 A lack of information and clarity about appointments;<\/p>\n\n\n\n \u2022 Difficulty in making contact with us for appointments or queries;<\/p>\n\n\n\n \u2022 Treatment by or attitude of a member of our staff;<\/p>\n\n\n\n \u2022 Scheduled or unscheduled ambulance care;<\/p>\n\n\n\n \u2022 Transport concerns, either to, from or within the healthcare environment;<\/p>\n\n\n\n \u2022 Environmental or domestic issues;<\/p>\n\n\n\n \u2022 Operational and procedural issues;<\/p>\n\n\n\n \u2022 Our failure to follow the appropriate process; and<\/p>\n\n\n\n \u2022 Your dissatisfaction with our policy<\/p>\n\n\n\n What can\u2019t I complain about?<\/strong><\/p>\n\n\n\n There are some things we cannot deal with through our complaints handling procedure.<\/p>\n\n\n\n These include:<\/p>\n\n\n\n \u2022 A routine first-time request for a service, for example a request for an appointment or a request for a specific course of treatment;<\/p>\n\n\n\n \u2022 A request for a second opinion in respect of care or treatment;<\/p>\n\n\n\n \u2022 Matters relating to private healthcare or treatment;<\/p>\n\n\n\n \u2022 Matters relating to services not provided by or funded by the NHS;<\/p>\n\n\n\n \u2022 A previously concluded complaint or a request to have a complaint reconsidered where we have already given our final decision;<\/p>\n\n\n\n \u2022 A complaint made by an employee of the NHS Board or health service provider or other person in relation to their employment contract;<\/p>\n\n\n\n \u2022 A complaint that is being or has been investigated by the Scottish Public Services Ombudsman (SPSO);<\/p>\n\n\n\n \u2022 A complaint arising from a suggested failure to comply with a request for information under the Freedom of Information Act; and<\/p>\n\n\n\n \u2022 A complaint about which you have commenced legal proceedings, or have clearly stated that you intend to do so, rather than pursue the matter using the NHS complaints procedure.<\/p>\n\n\n\n