Complaints

We welcome any feedback, comments, complaints or concerns about our work, as they are an important way of identifying the perspective of those we serve and improving satisfaction with the services we provide.

We can only deal with comments and complaints about us, and the independent healthcare services which we regulate, not NHSScotland services.

If you’d like to make a complaint about your treatment or access to healthcare, you should make this directly to the local health board concerned or GP surgery involved

Complaints about Healthcare Improvement Scotland

In the first instance we encourage individuals to discuss feedback, comments, concerns or complaints with the staff most closely involved so that where possible, issues can be resolved as quickly and informally as possible.

If you wish to complain or provide feedback more formally to Healthcare Improvement Scotland, you can do so in the following ways:

Complaints
Corporate Governance Office
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

Email: hcis.complaints@nhs.net

Telephone: 0131 623 4326

Complaints policy

Our complaints policy sets out in greater detail our policy for managing complaints and the procedures we will use for investigating complaints relating to ourselves.

Complaints about independent healthcare services

We can also handle complaints about services provided by the independent healthcare providers we regulate.

NHSScotland staff

Any NHSScotland employee can raise concerns they have about health services by calling the NHSScotland National Confidential Alert Line (NCAL) or by contacting us direct under the Public Interest Disclosure Act (PIDA).

Learning and improving: Complaints and feedback annual report 2014-2015

This report sets out for the first time how we use feedback and complaints across the whole organisation. The process of preparing this report has enabled us to reflect on how well we are doing this and to identify areas where we can strengthen our approach.