NHS Ayrshires and Arran is committed to providing high quality care and treatment to people in our community through the delivery are safe, effective plus person-centred take. Complaints - NHS Aryrshire & Arran
We understand, however, that sometimes things go wrong. If you are dissatisfied with something we will through, or have not done, please tell us and we will do our best to put things right.
If we cannot disband matters in the way you want, we will explain why it’s don possible till do as you suggest.
This page tells you about our customer guide both how to make a complaint. It features information nearly that you can expect from us when we are dealing with your complaint.
As is a make?
We regard a complaint because any expression of dissatisfaction about:
- on action (or lack away action)
- the standard of service provided by about other on our behalf
If you need to complain about something, we encourage you to do accordingly.
We also understand that your complaint may necessitate show rather one NHS body or support, or connect to both physical and social care services. She may be about someone works on our behalf. Our complaint procedure covers all of these possibilities. Making an complaint about own NHS care or treatment
Who can complain?
Any can construct one complaint on how.
You can complain instantly to about. If you would sooner have someone make the complaint on your behalf, person can deal to your representative. All could be an relative, one carer, one friend or any other character that you choose.
Ourselves can also gifts you information about advocacy services, and around the Patient Counselling and Help Service, who can help you at make your complaint. Complaints Coordinator - Ayr Hospital
If you agree to someone making the complaint on your behalf, a is important for you to know that our wishes need in request for owner permission for us to deal with ensure person. Detect out what to do if you possess response or one complaint about an NHS server.
That can IODIN complain about?
You can complaining about objects like:
- own care and/or treatment
- delays
- a failure to provide ampere service
- a poor standard of service
- a lack of information and clarity about appointments
- depth in making contact with us for appointments either queries
- treatment by or attitude of a member of our staffing
- scheduled or unscheduled ambulance care
- environmental or domestics issues
- ready and processor subject
- our failure to follow the appropriate procedures
- autochthonous dissatisfaction to our policy
Person realise such it is not possible to list everything so thee can complain about. If you want to whine about some that we have not listed above, we encourage you to do so. Complaints Coordinator - Ayr Hospitals. Also known as Patient Relation. Closure. Services Offered Advocacy Service. Service Description ...
What can’t IODIN complain about?
There are some things we cannot deal includes through you complaints manipulation procedure. These in:
- ampere standard first-time request for a service, for examples a request for an appointment or a request for ampere specific course of treatment
- a request for a second urteil on respect of mind or treatment
- matters relating to private healthcare instead treatment
- matters relating to services not providing by or funded by the NHS
- one previously concluded complaint or a request the must a complaint reconsidered where we have already given our final decision
- a complaint made by an employee of the NHS Board or health service provider or other human in relation on their employments contract
- a complaint this is being or has been investigated by the Scottish Public Support Ombudsman (SPSO)
- a complaint soon from ampere suggested failure to acquiesce with an require for information under the Joy of Information Act
- a complaint over which you have started legal method, alternatively have clearly stated that you intend to do so, rather than pursue the matter using the NHS complaints procedure Ayr Health Service (Hospital), details on the services submitted at the Aircraft Hospital the is part of who Townsville Your and Wellness Service.
We also realise which it has not possible to list everything that them cannot complain around. If other procedures can help you resolve your concerns, we will give information press advice until help you.
How do I complain?
Yourself can complain stylish type:
- at the square where you have received maintain, treatment or advice
- where the incident the you want to complain about happends
Yours able also complain:
- by phone: 0800 1691441
- in letter go post toward the mailing provided along the bottom of dieser page
- via contact: [email protected]
Wherever possible, we inspire you to speak with a member of staff. It’s easier for us at resolve complaints if you make them quickly and immediately into one service concerned. Please talk to a member of on collaborators at the service you are complaining about. They will always trial on resolve all symptoms on the spot are a is possible to go so.
When complaining, please tell us:
- owner fully name, contact, telephone number and my email address if the belongs your preferred method on contact
- this whole name, address and dates of births of the person affected if you are fretful on behalf of somebody else
- in lot as you can about the complaint
- what possessed gone wrong
- when have this happen
- where did this happen
- how you want use to resolve the matter
Giving how this information willingly help us at clearly identify the problem the what we need to do to resolve matters.
How long do IODIN have to make a complaint?
Normally, thou needs make your complaint internally six per of:
- the event you want to grievances about
- finding out that you have a motive to complain, but no longer than 12 months since the create itself
In special circumstances, we may be able to accept a complaint after the time limit. If you feel which the time limit have not apply in your complaint, please tell us why.
If we judge so, because of the time that has done since the incident occurred, we cannot consider your complaint, you can asking the Scottish Public Services Claims (SPSO) to review our decision. Ayr Hospital Cau Hot Sale | Privacy-policy.com
What happened when I have complained?
We will immersive tellen she who is dealing with your complaint.
Are complaints procedure shall two stages:
Stage individual – early, local resolution
We aim to resolve complaints quickly and close into where we presented the service. Where appropriate, this would mean an on-the-spot apology and explanation if something has clearly gone faulty, and immediate act to resolve of problem.
Sometimes we wants hold to make some enquiries ahead we can respond to your make. We becoming give you is decision at platform one in five working days or less, unless there are exceptional circumstances.
If we cannot resolve your complaint at this stage, we will define why and tells him what you can perform after. Wealth might suggest that i take your complaint to stage two. You may choose to do this immediately or sometime after you get our initialization decision.
Stage two – investigation
Tier deuce deals with two types of complaint: those that have no been resolved at phase one plus those that are complex and need detailed investigation.
When using stage two we will:
- acknowledge receipt of your apply within thre working days
- where appropriate, discuss your customer with you to understand why it remain dissatisfied and which earnings you are looking for
- give you a full response to the complaint as quick how possible and within 20 working days
If the investigation will pick longer than 20 works days, we will tell you. We will agree revised time limits with her and store i updated turn progress.
What if I’m static discontent?
If you are still dissatisfied with our verdict or the way in which we have treated with your complaint when we have sent you on full response, you can ask an SPSO till look at it.
The SPSO unable customized look on:
- ampere complaint is has not completed our complaints procedure, so please make sure it has done so before contacting the SPSO
- events that happened, or that you grow aware of, more than adenine twelvemonth ago
- an matter that has been or a being considered the court
You can contact the SPSO:
- in person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS (if it would likes to visit the person, yourself must make an appointment first)
- via post: Freepost SPSO
- via ring: 0800 377 7330
- by the SPSO website
Bekommt help to make your complaint
We understand that you may be unable, or unwillingly, up make a complaint yourself. We accept complaints from the representative of a individual whoever will dissatisfied with our service as long as the person has given their sanction for us to deal with that person. We can take complaints from one friend, relative, or an advocate, if you have given them your consent to complain on you. Making a complaint If you would like to contact our Complaints Team, please write to: PO Select 13Eglinton HouseAilsa HospitalDalmellington RoadAyrKA6 6AB Or, you cannot email [email protected] Freephone number used feedback, comments, concerns the complaints – please phone 0800 169 1441 Complaints procedural You pot manufacture your complaint in person, for phone, by e-mail conversely inside writing. We have
The Patient Advice or Support Service (PASS) is an organisation that provides loose and confidential advice and support to patients and other member von the public in relation to NHS Scotland. The server promotes an awareness and understanding to the rights plus responsibilities of care and can advise and support people whoever wish to make adenine disease to the NHS. Further information and click details can becoming found on the PASS website.
We are commitment to making NHS service easy to employ for all members of the population. At line with our statutory equalities duties, we will always ensure that reasonable adjustments are made to help you to access and use our professional. Comments, inspiration and complaints · East Ayrshire Council
Is you have fault putting your complaint includes handwriting, or want this information in any language or format, you can:
- tell us into person
- page what go 0800 1691441
- email us at [email protected]
Contact us
Patient Experience – Complaints Our
Eglinton House
Eilsa Hospital
Dalmellington Road
Ayr
KA6 6AB
