- your full name and address (and the patients name and address if you are complaining for them please be aware that if you are providing information on behalf of someone else we will need to obtain their consent so that we can act on this information)
- as much helpful information as possible about what happened, where it happened and when.
We will keep information about you confidential. To investigate your complaint, we may have to talk to other NHS staff about you or show them your health records. If you dont want us to share information from your health records, you should tell us when you make your complaint, but bear in mind this may make it more difficult to look into your complaint. We will make a record of your details and complaint, and use it to help us make services better.
We will write to you with a full response within 20 working days of receiving your complaint. In some cases, we may need more time to give you a full response and wont be able to keep to these timescales. If this happens, we will let you know and tell you why.
In our response we will let you know the result of our investigation.
- show that we have looked into your complaint and reply to all the points you make
- offer you an apology if things have gone wrong
- explain what we will do to stop what you complained about happening again
- if necessary, explain why we cannot do anything more about some parts of your complaint
- offer you the chance to talk to a member of staff if there is anything in the letter you dont understand.
- include information about the Scottish Public Services Ombudsman in case you are unhappy with our response or the way we have handled your complaint and want to take things further.