{"id":6159,"date":"2026-09-15T12:43:30","date_gmt":"2026-09-15T11:43:30","guid":{"rendered":"https:\/\/www.nhslothian.scot\/yourrights\/?page_id=6159"},"modified":"2026-11-05T09:43:26","modified_gmt":"2026-11-05T09:43:26","slug":"what-happens-when-i-complain","status":"publish","type":"page","link":"https:\/\/www.nhslothian.scot\/yourrights\/patient-experience-team-tell-us-about-your-experience\/how-do-i-make-a-complaint\/what-happens-when-i-complain\/","title":{"rendered":"What happens when I complain?"},"content":{"rendered":"\n

<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

Stage 1 \u2013 Early Resolution<\/p>\n\n\n\n

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 \u2013 Early Resolution.<\/p>\n\n\n\n

Stage 2 \u2013 Investigation<\/p>\n\n\n\n

If your complaint is more serious or complex, or if it has not been resolved during Stage 1, it will move to Stage 2 \u2013 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.<\/p>\n\n\n\n

\"NHS<\/figure>\n\n\n\n

Role of the Scottish Public Services Ombudsman (SPSO)<\/strong><\/p>\n\n\n\n

The Scottish Public Services Ombudsman (SPSO) is responsible for independently investigating complaints about NHS Scotland services when patients are dissatisfied with the response they have received from the NHS organisation involved.<\/p>\n\n\n\n

You are expected to raise your concerns with the NHS Lothian first, giving us the opportunity to resolve the complaint through its complaint’s procedure. If the issue remains unresolved, the SPSO can investigate whether the complaint was handled fairly and appropriately, including whether there were failures in care, communication or administration. The SPSO can recommend remedies, such as an apology or improvements to services, and uses its findings to help public services learn from complaints and improve the quality of care. <\/p>\n\n\n\n

For more information, please visit their website SPSO Contact us<\/a><\/u><\/p>\n","protected":false},"excerpt":{"rendered":"

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<\/p>\n","protected":false},"author":48,"featured_media":0,"parent":1323,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[],"class_list":["post-6159","page","type-page","status-publish","hentry"],"acf":[],"rttpg_featured_image_url":null,"rttpg_author":{"display_name":"anamezzomo","author_link":"https:\/\/www.nhslothian.scot\/yourrights\/blog\/author\/anamezzomo\/"},"rttpg_comment":0,"rttpg_category":false,"rttpg_excerpt":"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","_links":{"self":[{"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/pages\/6159","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/users\/48"}],"replies":[{"embeddable":true,"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/comments?post=6159"}],"version-history":[{"count":3,"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/pages\/6159\/revisions"}],"predecessor-version":[{"id":6511,"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/pages\/6159\/revisions\/6511"}],"up":[{"embeddable":true,"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/pages\/1323"}],"wp:attachment":[{"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/media?parent=6159"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.nhslothian.scot\/yourrights\/wp-json\/wp\/v2\/categories?post=6159"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}