We welcome any feedback, comments, complaints or concerns about our work. They help us to understand the perspectives of those we serve and improve the services we provide.
Please send any feedback on your experience with Healthcare Improvement Scotland to his.comments@nhs.scot
We can only deal with comments and complaints about our organisation, and the independent healthcare services which we regulate, not NHS Scotland 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
This leaflet tells you about our complaints procedure and how to make a complaint. It includes information about what you can expect from us when we are dealing with your complaint.
We have a two-stage complaints procedure.
Stage one: early, local resolution
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.
We will always try to resolve your complaint quickly, within 5 working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage two.
Stage two: investigation
We will look at your complaint at this stage if you are dissatisfied with our response at Stage one. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation.
We will acknowledge your complaint within three working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
You can make your complaint in person, by phone, by email or in writing.
Complaints
NMAHP Directorate
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Call: 0131 623 4598
Email: his.complaints@nhs.scot
Complaints about independent healthcare services
Healthcare Improvement Scotland can also handle complaints about services provided by the independent healthcare providers we regulate.
NHS Scotland staff
Any NHS Scotland employee can raise concerns they have about the health services by contacting the Whistleblowing Alert and Advice Service on Freephone number 0800 008 6112 and via email to alertline@protect-advice.org.uk or find more information at https://protect-advice.org.uk.
Member of staff can also contact us directly under the Public Interest Disclosures Act: NHS Scotland staff raising concerns
Whistleblowing
Healthcare Improvement Scotland has implemented a new whistleblowing policy. The new policy has been set out by the Independent National Whistleblowing Officer (INWO).
The introduction of the INWO aims to ensure everyone delivering NHS services in Scotland is able to speak up to raise concerns when they see harm or wrongdoing putting patient safety at risk, confident that they can do so in a protected way that will not cause them personal detriment. It also aims to promote a culture of speaking up in the NHS.
If you have a whistleblowing concern about Healthcare Improvement Scotland please contact our HR team.
You can also get help and advice from the INWO advice line on Freephone 0800 008 6112 or via email on INWO@spso.gov.scot.
Please note, the INWO phone line is open from 9am to 1pm on Mondays, Wednesdays and Fridays, and from 12 to 4pm on Tuesdays and Thursdays.
You can read the policy on the NHS Scotland workforce website.
Complaints and feedback report: 2021-2022
Healthcare Improvement Scotland has published a report on how it has learned from feedback and complaints received across the whole organisation in 2021-22.