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Nhsscotland Complaints Statistics Information Services Division Publication Report NHSScotland Complaints Statistics 2015/16 Publication date – 04 October 2016 A National Statistics Publication for Scotland Information Services Division Contents Contents ..................................................................................................................................... 1 Introduction ................................................................................................................................ 3 NHSScotland Complaints ........................................................................................................... 3 Revised complaints handling process ........................................................................................ 3 Main points ................................................................................................................................. 4 Interpreting the data ................................................................................................................... 5 How NHS Complaints statistics are used ................................................................................... 5 About this publication ................................................................................................................. 5 Future Developments ................................................................................................................. 6 Results and Commentary ........................................................................................................... 7 Total Complaints ..................................................................................................................... 7 Numbers of complaints and NHS Activity............................................................................ 7 Hospital and Community Health Services............................................................................... 9 Complaints Overview .......................................................................................................... 9 Complaints by Staff Group and Service Area .................................................................... 10 Prison Complaints ............................................................................................................. 11 Response Times ............................................................................................................... 12 Response Times by Staff Group and Service Area ........................................................... 14 Issues Raised ................................................................................................................... 15 Outcomes .......................................................................................................................... 16 Actions Taken ................................................................................................................... 18 Family Health Services ......................................................................................................... 20 Complaints Numbers and Response Times ...................................................................... 20 Complaints by Service Type / Contractor .......................................................................... 22 Issues Raised ................................................................................................................... 23 Outcomes .......................................................................................................................... 24 Actions Taken ................................................................................................................... 26 Special NHS Boards and national and support organisations .............................................. 28 Issues Raised ................................................................................................................... 30 Outcomes .......................................................................................................................... 31 Actions Taken ................................................................................................................... 34 Inter-UK Comparisons .............................................................................................................. 36 England ............................................................................................................................. 36 1 Information Services Division Northern Ireland ................................................................................................................ 36 Wales ................................................................................................................................ 36 Next Update ............................................................................................................................. 37 Feedback ................................................................................................................................. 37 Glossary / Abbreviations .......................................................................................................... 38 List of Workbooks ..................................................................................................................... 40 Contact ..................................................................................................................................... 41 Find out more ........................................................................................................................... 41 NHS Performs .......................................................................................................................... 41 Rate this publication ................................................................................................................. 41 Appendices .............................................................................................................................. 42 A1 – Background Information ............................................................................................... 42 Current Complaints Procedure .......................................................................................... 42 Revised complaints procedure .......................................................................................... 43 Scottish Public Services Ombudsman (SPSO) ................................................................. 43 Patient Advice and Support Service (PASS) ..................................................................... 43 Complaints data and ISD .................................................................................................. 43 A2 - Annual Process ............................................................................................................. 45 A3 – Data Quality and Timeliness ........................................................................................ 46 Source Data ...................................................................................................................... 46 Timeliness ......................................................................................................................... 47 Refreshing Previously Provisional Data ............................................................................ 47 Links to Annual Complaints Reports ................................................................................. 47 A4 – Publication Metadata (including revisions details) ........................................................ 48 A5 – Early Access details (including Pre-Release Access) .................................................. 52 A6 – ISD and Official Statistics ............................................................................................. 54 2 Information Services Division Introduction This publication presents information on complaints between 1 April 2015 and 31 March 2016, for hospital and community health services and family health services by NHS Board; and for special NHS Boards and national support organisations. Complaints about the NHS are a helpful way of identifying issues and areas in need of change. Acknowledging issues and taking steps to rectify any associated problems is vital in creating an open and honest NHS and in maintaining the quality and safety of NHS services. The purpose of the NHSScotland complaints procedure is to provide a simple, flexible, impartial and easily accessible system for the public as well as being fair to NHS practitioners and staff. NHSScotland Complaints The NHS Complaints procedure was first introduced in April 1996; it was subsequently revised in April 2005 and again in April 2012. The revision in 2012 reflects the provisions within The Patient Rights (Scotland) Act 2011, which gives patients the right to give feedback, make comments, raise concerns or make complaints about the health care received from the NHS in Scotland. The act also made provision for the introduction of the Charter of Patient Rights and Responsibilities which was published in October 2012 and summarises the rights and responsibilities that patients have when using NHS services. Further details on the procedure are available in Appendix A1. Revised complaints handling process The Scottish Government has asked the Scottish Public Services Ombudsman’s (SPSO) Complaints Standards Authority (CSA) to lead on the development of a more succinctly modelled, standardised and person-centred
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