The Patient Rights (Scotland)Act 2011 introduced a right for people to give feedback and comments, and to raise concerns and make complaints about NHS services, and it placed a duty on the NHS to actively encourage, monitor, take action and share learning from the views they receive.
The NHS Model Complaints Handling Procedure has been developed through a partnership approach, led by a Steering Group chaired by the Scottish Public Services Ombudsman (SPSO)’s Complaints Standards Authority and involving representatives from across NHS Scotland, the independent Patient Advice and Support Service (PASS) and Healthcare Improvement Scotland public partners.
The revised procedure is intended to support a more consistently person-centred approach to complaints handling across NHS Scotland. It reflects the broader ambition for the NHS in Scotland to be an open, learning organisation that listens and acts on feedback and when unintended harm is caused.
The revised procedure will require amendments to the Regulations and Directions associated with the Patient Rights (Scotland) Act 2011.
This report documents the scope, key findings and recommendations of the Health Inequalities Impact Assessment that was undertaken in relation to the revised procedure. It is accompanied by a Child Rights and Wellbeing Impact Assessment and a Privacy Impact Assessment.