Can I Help You? Guidance for handling and learning from feedback, comments, concerns or complaints about NHS health care services.

This guidance is for the NHS and their health service providers to assist them in handling and responding to feedback, comments, concerns and complaints raised in relation to health care in accordance with the Patient Rights (Scotland)Act 2011.

Annex B: Role of Feedback and Complaints Manager and Officer

Feedback and Complaints Manager

The feedback and complaints manager is responsible for assuring compliance with the arrangements and in particular for ensuring that action is taken as necessary following the outcome or any feedback, comment concern or complaint. This function may be performed by the Chief Executive who is responsible for the quality of care delivered by his or her organisation. This person may appoint an appropriately senior person to act on their behalf in relation to patient feedback and complaints.

Feedback and Complaints Officer

The feedback and complaints officer is responsible for the management and handling of feedback, comments, concerns and complaints operationally. This post holder(s) should be of sufficient seniority to be able to deal with any feedback, comments, concerns and complaints quickly and effectively without needing to refer, in all but the most exceptional circumstances, to the feedback and complaints manager. Feedback and Complaints officers should be readily accessible to patients, the public and staff. It is important that arrangements are made so that the role of the complaints officer is not interrupted by one individual's annual or sick leave.

The functions of the feedback and complaints officer may be performed personally or delegated to an authorised person as defined by the organisation. Although not intended to be prescriptive below are considered to be the key duties of the feedback and complaints officer:

  • Work across the organisation to develop mechanisms for encouraging fast, effective and efficient patient feedback including the use of emerging technology as appropriate
  • Operationally manage the administration of this guidance and supporting local policies and procedures ensuring that;
    • Feedback and complaints recording systems are in place and records kept up to date
    • organisational learning from the operation of the Board's feedback and complaints process is captured and reported
  • Provide specialist advice and support to patients and staff on the management of this process including delivery of local training and awareness raising
  • have access to advice and support on associated issues, for example patient consent; confidentiality; the operation of related legislation, such as the Data Protection Act, access to medical records, Freedom of Information, etc
  • have an understanding of partner organisations and how to work with them on managing feedback, comments, concerns and complaints


Email: Joanna Swanson

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