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Complaints

NHS National Services Scotland ISD Scotland & NHS National Services Scotland

Complaints

Complaints Statistics for NHS Scotland

If you are seeking complaints statistics for NHS Scotland, please see our NHS Complaints Statistics page.


Making a complaint about healthcare

If you have a complaint about your treatment or access to healthcare please contact your local NHS Board.

Find out how to make a complaint about the NHS. This information is available in other languages (Arabic, Bengali, Chinese, Hindi, Polish, Urdu) and alternative formats.

Making a complaint about ISD

If you have a concern about the service you have received from Information Services Division you should raise this, in the first instance using the contact details provided on the document, email or web page. They will be happy to discuss your concerns with you and may be able to resolve the matter immediately.

If you wish to make a formal complaint about the service you have received, you should write to the Complaints Officer or use our online complaints form. ISD is part of NSS (National Services Scotland) which has a complaints procedure setting out how complaints will be handled.

Normally this should be within 6 months of the event you want to complain about or within 6 months of you becoming aware of the issue.

Independent advice and support service

If you are complaining either as a patient or on behalf of a patient you can access local support through Citizens Advice Bureau to guide you through the process. Our divisional officers will be able to direct you to this service.

Responding to your complaint

On receipt of your complaint we will:

  • Acknowledge your complaint in writing within 3 working days
  • Investigate your complaint
  • Write to you with the outcome of the investigation. This will usually be within 20 working days of receiving your complaint, unless a longer investigation is needed. If so, we will advise you and provide you with updates at regular intervals, but not less than every 20 days.

Our details

ISD complaints contact:

Kathleen Clarke
Area 107A
National Services Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 275 6150
Email: k.clarke1@nhs.net

Taking things further

The Scottish Public Services Ombudsman is independent of the National Health Service, and may be able to take up a complaint on your behalf. The Ombudsman will normally only be able to act if you have followed the step above.

To find out about the Ombudsman's work, visit the Scottish Public Services Ombudsman website, or use the contact details below.

Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Tel: 0800 377 7330
Text: 0790 049 4372
Fax: 0800 377 7331
Email: ask@spso.org.uk

© ISD Scotland 2017
Information Services Division,
NHS National Services Scotland,
Gyle Square,
1 South Gyle Crescent,
Edinburgh EH12 9EB,
Tel: 0131 275 7050
NSS.isdSHIS@nhs.net

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ISD is a division of NHS NSS
Working at the very heart of the health service, NSS delivers services critical to frontline patient care and in support of the efficient and effective operation of NHS Scotland. Visit the NSS Website for more information