Patient Feedback, Comments, Concerns and Complaints

NHS Shetland is committed to improving services for all our patients and their families. One of the ways we can do this is by hearing directly from our service users about their experience of healthcare and treatment and taking any actions that may be required.

Under Feedback and Complaints in the Charter of Patient Rights and Responsibilities, you have the right to:

  • give feedback, make comments, or raise concerns or complaints about the health care you receive
  • be told the outcome of any investigation into your concerns or complaints
  • independent advice and support when providing feedback
  • take your complaint to the Scottish Public Services Ombudsman (SPSO)

There are a number of ways we get feedback, and you can find more information from the links below:

How do you feel about the services you have received?

If you would like to leave us some feedback about your experience we would be pleased to hear from you. Your compliments, comments and suggestions, concerns and complaints really help us to improve the services we provide.

A Feedback and Complaints Factsheet is available to help you leave feedback or make a complaint. The leaflet includes what you can complain about, where you can get help, who to complain to and the timescales for handling your complaint.

For full details on the Feedback and Complaints process please refer to NHS Shetland's Complaints Handling Procedure

Leaflets about feedback & complaints can be found in many places including all hospitals, health centres, the library, the Citizens Advice Bureau and Advocacy Shetland. The leaflet is also available in a variety of formats and languages. To see the range of these and to access an online feedback and complaints leaflet, please visit the NHS Inform website.

When we receive a complaint we do our best to resolve it quickly and to your satisfaction

You have the right to be told the outcome of any investigation into your concerns or complaints.

When making a complaint or raising a concern you can expect:

  • it to be dealt with efficiently and be properly investigated
  • a full explanation into how it has been investigated
  • to be told what action has been or will be taken as a result
  • an apology if a mistake has occurred.
  • the NHS to use your feedback to improve services

If you are unsure about leaving some feedback and would like to speak to someone, please do not hesitate to contact us on 01595 743064 or 743069.

© NHS Shetland 2015