We’re committed to providing high quality, person-centred care and treatment that’s both safe and effective. However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, tell us and we’ll do our best to put things right. If we can’t resolve matters in the way you want, we’ll explain why it’s not possible to do as you suggest.
It’s understandable that you might be upset or distressed when formally raising concerns about you or your loved one’s care. As a result of this, our Complaints Department will treat you with respect and dignity throughout this emotional time. It’s expected you show the same courtesy to them.
Service update
Please be assured that all feedback is still being dealt with, although it may take us longer than usual to get back to you. Staff are focusing on the safety and wellbeing of our patients.
Stage 1 complaints (Early Resolution)
We aim to respond to Stage 1 complaints in 5 working days however it may take us up to 10 working days to respond. If we need longer than 5 working days, we will tell you the reasons for the delay, and when you can expect your response.
Stage 2 complaints (Investigation)
Stage 2 complaints are normally responded to within 20 working days. If we need longer than 20 working days to respond, we will tell you the reasons for the delay and update you on progress at least once every 20 working days.
NHS Greater Glasgow and Clyde assures you that the issues you raise will be robustly investigated and responded to.
We apologise for the inconvenience of delays and thank you for your understanding at this challenging time.
How to make a complaint
Our complaints process is a key part of how we use your experiences and patient feedback to improve our care. If you wish to make a complaint, get in touch using the relevant contact details below.
Complain while you or your loved one receive care
If you’re unhappy with you or your loved one’s treatment, speak to the person or team in charge. This could be, for example, the nurse in charge of a ward, or the practice manager at a GP surgery.
We usually ask you to put your complaint in writing to ensure the terms of the complaint are clear. We can help you to write your complaint, and offer advice about where to get independent help with making a complaint.
Complain about a hospital service
For complaints about all acute hospital services across Glasgow and Clyde, you can:
Email: complaints@ggc.scot.nhs.uk
Write to us at:
Complaints Department
North East Sector Offices,
Stobhill Hospital
300 Balgrayhill Road
Glasgow
G21 3UR
Call: 0141 201 4500
Complain about the NHS Board
For complaints about the NHS Board’s functions, you can write to us at:
Complaints Department
North East Sector Offices,
Stobhill Hospital
300 Balgrayhill Road
Glasgow
G21 3UR
Complain about Health and Social Care Partnerships
The Health and Social Care Partnerships (HSCPs) deliver adult social care services. They also provide all community health services for adults and children in their area.
For complaints about HSCP services, which aren’t managed by hospitals, please contact:
East Dunbartonshire HSCP
Email: EastDun.HSCPComplaints@ggc.scot.nhs.uk
Write to:
Complaints Department
Kirkintilloch Health & Care Centre
10 Saramago Street
Kirkintilloch
G66 3BF
Call: 0141 232 8237
East Renfrewshire HSCP
Email: HSCPPA@eastrenfrewshire.gov.uk
Write to:
Deborah Gray
Complaints Administrator
Eastwood Health & Care Centre
Drumby Centre
Clarkston
G76 7HN
Call: 0141 451 0505
Glasgow City HSCP
Email: GCHSCPComplaints@ggc.scot.nhs.uk
Write to:
Glasgow City HSCP
Commonwealth House
32 Albion Street
Glasgow
G1 1LH
Call: 0141 287 0130
Inverclyde HSCP
Email: complaints.hscp@inverclyde.gov.uk
Write to:
Inverclyde HSCP Quality and Complaints Officer
Hector McNeil House
7 – 8 Clyde Square
Greenock
PA15 1NB
Call: 01475 715280
Renfrewshire HSCP
Email: renfrewshireHSCP.Complaints@ggc.scot.nhs.uk
Write to:
Renfrewshire HSCP
Renfrewshire House
Cotton Street
Paisley
PA1 1AL
Call: 0141 618 7659
Website: Renfrewshire Health and Social Care Partnership – Complaints (hscp.scot)
West Dunbartonshire HSCP
Email: wdhscp@west-dunbarton.gov.uk
Write to:
West Dunbartonshire Health & Social Care Partnership HQ,
Council Offices,
Garshake Road,
Dumbarton,
G82 3PU
Call: 01389 776833
Complain about a GP Practice, Dental Surgery, NHS Optician’s practice or Community Pharmacy
Complaints about GP Surgeries, dental surgeries, NHS opticians’ practices and community pharmacies have to be made directly to the services. They are independent contractors which means they have their own complaints system in place.
In certain circumstances, we can act as an intermediary to resolve any issues before they escalate to a formal complaint. However, please note that we can’t complain on your behalf. We also can’t respond to your complaint on behalf of these services. Your complaint is a matter between you and the GP practice, dental surgery, NHS opticians’ practice or pharmacy.
For further advice on how to complain about these services, use the contact details below.
Email: GCHSCPComplaints@ggc.scot.nhs.uk
Write to:
Business Administration Manager
Family Health Service Complaints
Glasgow City HSCP Headquarters
Commonwealth House
32 Albion Street
Glasgow
G1 1LH
Call: 0141 287 0130
You can also contact the Patient Advice and Support Service.
Information to include in your complaint
When you’re making a complaint, provide as much of the following information as possible:
- Are you the patient? If not, please share your name and relationship to the patient
- Patient’s name
- Patient’s postal address, including postcode
- Patient’s date of birth
- Your contact details, such as your address, email and phone number
- Description of the complaint that you’re making
- Location where this occurred
- Date when this occurred.
Patient Advice and Support Service
The Patient Advice and Support Service (PASS) offers free advice and support to all NHS Scotland patients.
You can get in touch with PASS through their online contact form, calling 0800 917 2127 to reach the PASS advice line open Monday to Friday, 9.00am – 5.00pm.
Please note the PASS website now also has a chatbot available twenty-four hours a day, seven days a week.
PASS will help you:
- Make complaints about healthcare experiences
- Share your feedback or comments
- Access your medical and clinical records
- Understand your rights as a patient.
For more information about this service and details on where to find your local bureau:
Complaints Handling Procedure
This guide provides information about our complaints procedure and how to make a complaint. It also tells you about what you can expect from us when we’re dealing with your complaint.
Useful resources
Policies and leaflets
If you, or someone you know would like a copy of our Complaints Factsheet in another language or format, please call us on 0141 201 4915.
Scottish Public Services Ombudsman (SPSO)
The Scottish Public Services Ombudsman (SPSO) is the final stage for considering complaints about public sector services in Scotland. On completion of a stage 2 complaint investigation, you’ve the option of contacting the SPSO to consider your complaint further if you’re unhappy with the outcome. The SPSO will assess whether the treatment provided was reasonable in the circumstances at the time.
If you take your complaint to the SPSO, they don’t normally investigate events you’ve known about, or became aware of, more than 12 months before complaining.
SPSO contact details
- Freephone: 0800 377 7330
- Scottish Public Services Ombudsman (SPSO) Website
Address
SPSO
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS
If you require a freepost envelope please contact the freephone number above or use the SPSO contact form