We have a two-stage complaints procedure when dealing with complaints about our organisation.
Stage one: early, local resolution
In the first instance we encourage individuals to discuss feedback, comments, concerns, or complaints with the staff most involved. This is so that where possible, issues can be resolved as quickly and informally as possible.
We will always try to resolve your complaint quickly, within five working days if we can. If you are unhappy with our response, you can ask us to consider your complaint at Stage two.
Stage two: investigation
We will look at your complaint at this stage if you are dissatisfied with our response at Stage one. We also look at some complaints immediately at this stage if they are complex or need detailed investigation.
We will acknowledge your complaint within three working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
You can make your complaint in person, by phone or by email
Nursing and Systems Improvement Directorate
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh EH12 9EB
Phone: 0131 623 4598
Email: his.complaints@nhs.scot
Further documentation on our complaints procedure and how to make a complaint can be found here.