| COMPLAINTS TO NHS LOTHIAN Over the months of the campaign we have heard many people's stories and experiences. Mostly when we ask if they have made a formal complaint they have not done so as they perceive the paperwork and time etc involved in the formal process as daunting, complicated and protracted. However, the very fact that these incidents are not being brought to the attention of the authorities means that NHS Lothian are unaware of the problems we in West Lothian face and are unaware of our complaints and the costs that centralisation of services etc has cost us and not only in money. The following is a simple “how to complain made easy” guide together with the address to write to. If after reading this you are still unsure about what to do or if you should proceed please call us on 07892 349 139 and we will assist you.
You can complain to NHS Lothian about any part of your treatment which you received in any NHS Lothian facility or received from any NHS Lothian service or about the service supplied by NHS Lothian. You can complain on behalf of a patient with their agreement or as a parent/guardian/carer of a child or as a relative of a deceased patient. There are also advocacy services i.e. Citizens Advice etc who can assist. You must make your complaint within 6 months of the incident or 6 months of realising that you have cause for complaint, but this must not be any longer than 12 months in total of the event occurring. You can register your complaint with a member of staff at the time, or you can complain on the phone, fax, and email or in writing. You should include the following information:-
Or Telephone: - 0131 536 9054 What happens next……….. You should hear initially within 3 days of your complaint, this letter will inform you of what they will do next and of advice, services etc and options open to you. You should get a full response and the outcome within 20 days. This will outline how they investigated your complaint and their reply to each issue you have raised. They will also inform you what actions will be taken to address your complaints and stop them happening again together with any apology necessary, or why no action is necessary and why they will not take your complaint further, together with information in regard to what you can do next. If you are not happy with how NHS Lothian have investigated your complaint or with any aspect of the complaints procedures, you can contact the Scottish Public Services Ombudsman. This, in general you must do within 12 months of the event you are complaining about occurring (there are sometimes exceptions to this time limit). The Ombudsman has complete discretion as to which cases they will take up. You can contact the Ombudsman at:- The
Scottish Public Services Ombudsman, We hope the above helps you however if you need any assistance or further information please contact us on 07892 349 139 we will do all we can to help. |