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Complaints

NHS Greater Glasgow and Clyde is committed to providing high quality person-centred care and treatment to our patients that is both safe and effective.  We understand, however, that sometimes things go wrong.  If something goes wrong or if you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right.  If we cannot resolve matters in the way you want, we will explain why it is not possible to do as you suggest.

The views of patients and their loved ones who use our services help us to make continuous improvements – our complaints process is a key component of this.  We fully recognise that when concerns about patient care are formally raised through the complaints process you may be upset and distressed and understandably emotions can run high. Whether you are raising concerns about your own care or care of a loved one, the Complaints Department staff are here to help you and will do so in a dignified and respectful way and it is expected the same courtesy is shown to them.

This page is to give you guidance on how to make a complaint if you wish to do so.

NHS Greater Glasgow and Clyde is committed to providing high quality person-centred care and treatment to our patients that is both safe and effective.  We understand, however, that sometimes things go wrong.  If something goes wrong or if you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right.

If we cannot resolve matters in the way you want, we will explain why it is not possible to do as you suggest.  The views of patients and their loved ones who use our services help us to make continuous improvements – our complaints process is a key component of this.  We fully recognise that when concerns about patient care are formally raised through the complaints process you may be upset and distressed and understandably emotions can run high. 

Whether you are raising concerns about your own care or care of a loved one, the Complaints Department staff are here to help you and will do so in a dignified and respectful way and it is expected the same courtesy is shown to them.

Important information

As the COVID-19 pandemic has not yet passed, staff resources within the NHS continue to focus toward direct patient care. Both patient safety and staff safety remain our priority as our staff continue to meet the demands of the pandemic. This means there may be a delay in our ability to respond to you within the timescales set out in our complaints process.  We are grateful for your patience and understanding during these challenging times.  For information and advice about COVID-19, visit our dedicated section on Coronavirus – https://www.nhsggc.scot/your-health/covid-19/.

How to complain

Please speak to the person or team responsible if you are not happy with your treatment, or the treatment of someone you care about. This would be for example the nurse in charge of a ward, or the practice manager at a GP surgery.

If your complaint is about hospital services and you are not satisfied with the outcome, you can contact us.

We usually ask you to put your complaint in writing so that the terms of the complaint are clear. We can help you to do this if you need help. We can give you advice about where to get independent help in making your complaint.

Complaints about hospital services

For complaints about all acute hospital services across Glasgow and Clyde, you can:

Call: 0141 201 4500

Email: complaints@ggc.scot.nhs.uk

Write to us at:

Complaints Department
North East Sector Offices,
Stobhill Hospital
300 Balgrayhill Road
Glasgow
G21 3UR

Complaints 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

Complaints about Health and Social Care Partnerships

The Health a Social Care Partnerships (HSCPs) deliver adult social care services and all community health services for adults and children in their area.

For complaint about a service managed by a Health and Social Care Partnership (HSCP), not hospitals, please contact:

East Dunbartonshire

Complaints Department
Kirkintilloch Health & Care Centre
10 Saramago Street
Kirkintilloch
G66 3BF

Phone: 0141 232 8237

Email: EastDun.HSCPComplaints@ggc.scot.nhs.uk


East Renfrewshire HSCP

Deborah Gray
Complaints Administrator
Eastwood Health & Care Centre
Drumby Centre
Clarkston
G76 7HN

Phone: 0141 451 0505

Email: Deborah.Gray@ggc.scot.nhs.uk


Glasgow City HSCP

Glasgow City HSCP
Commonwealth House
32 Albion Street
Glasgow
G1 1LH

Phone: 0141 287 0130

Email: GCHSCPComplaints@ggc.scot.nhs.uk


Inverclyde

Inverclyde HSCP Quality and Complaints Officer
Hector McNeil House
7 – 8 Clyde Square
Greenock
PA15 1NB

Phone: 01475 715280

Email: pccsp.swork@inverclyde.gov.uk


Renfrewshire HSCP

Renfrewshire HSCP
Renfrewshire House
Cotton Street
Paisley
PA1 1AL

Phone us: 0141 618 7659

Website: Renfrewshire Health and Social Care Partnership – Complaints (hscp.scot)

Email: renfrewshireHSCP.Complaints@ggc.scot.nhs.uk


West Dunbartonshire

West Dunbartonshire Health & Social Care Partnership HQ,
Council Offices,
Garshake Road,
Dumbarton,
G82 3PU

Phone: 01389 776833

Email: wdhscp@west-dunbarton.gov.uk

Complaints About Family Health Services

Complaints about a GP surgery, a NHS dental surgery, a NHS optician’s practice or a community pharmacy have to be made directly to the services as they are independent contractors and they will have their own complaints system in place.

In certain circumstances we may be able to act as an intermediary to resolve any differences before escalating to a formal complaint stage. However, please note that we cannot complain on your behalf or respond to your complaint on behalf of the Family Health Services. That is a matter between you and the G.P or dental practice, optician or pharmacy.

For further advice on how to complain about these services, contact:

Business Administration Manager
Family Health Service Complaints
Glasgow City HSCP Headquarters
Commonwealth House
32 Albion Street
Glasgow
G1 1LH

Phone: 0141 287 0130

Email: GCHSCPComplaints@ggc.scot.nhs.uk

Patient Advice and Support Service

The NHS in Scotland has in place arrangements to provide a Patient Advice and Support Service (PASS) for all NHS users. The service is free, confidential, independent of NHSGGC, and fully impartial.

Helpline telephone number: 0800 917 2127

For more information about this service and to find your local bureau, including contact details:

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 SPSO is the final stage for considering complaints about public sector services in Scotland. On completion of a stage 2 complaint investigation you have the option of contacting the Scottish Public Services Ombudsman (SPSO) to consider your complaint further if you are unhappy with the outcome. The SPSO will assess whether the treatment provided was reasonable in the circumstances at the time. If you do decide to take your complaint to the SPSO, they do not normally investigate complaints if you have known about the events that happened, or that you became aware of, more than 12 months before complaining.

SPSO contact details

SPSO
Bridgeside House
99 McDonald Road
Edinburgh EH7 4NS

If you would like to visit in person, you must make an appointment first.

Their freepost address is: FREEPOST SPSO

Freephone: 0800 377 7330