NHS Orkney

Complaints Procedure

In the NHS in Orkney, we try to give you the best possible care and treatment. This includes making sure people are treated properly and promptly. However, sometimes people are dissatisfied with the service they have received and wish to make a complaint. When we receive a complaint, we aim to provide a thorough response as quickly as possible.

We value comments, good or bad, to help us improve the service.

If you are not happy with an aspect of your care within any of NHS Orkney’s services, please let us know.

How to complain:
  • If you can, talk to a member of staff involved in your care. If you do this, we can try to sort out your complaint at the time;
  • If you are not able to talk to the NHS staff involved in your care, you can ask to speak to a senior member of staff or the NHS Orkney Complaints’ Officer;
  • You can complain in person, by phone, in writing. You can also make your complaint by fax, e-mail or textphone (if available) but if you do this, other people may be able to see your personal information;
  • It will help us if you tell us: What took place;
  • Where it happened;
  • When it happened (date and time);
  • Who was involved.
  • We will keep information about you confidential. To investigate your complaint, we might have to talk to other NHS staff about you or show them your health records. If you do not want us to share information from your health records, you should tell us when you make your complaint. If you don’t agree, it may be more difficult to look into your complaint.
  • We will make a record of your details and complaint and use it to help us make services better.
To whom do you complain?

When complaining about an NHS Service, you should complain directly to the person or organisation providing the service.

If you wish to complain about a service provided by NHS Orkney, please contact:

Julie Tait
Complaints’ Officer
NHS Orkney
Balfour Hospital
New Scapa Road
Orkney KW15 1BH

E-mail: Click here

Tel.: 01856 888221
Fax: 01856 888211

If you wish to complain about NHS Grampian, NHS Highland or any other NHS Board, you should contact them directly and you will find details of how to do so on their website by accessing www.show.scot.nhs.uk

If you wish to complain about the Scottish Ambulance Service, please contact:

Scottish Ambulance Service
Ashgrove Road West
Ab16 5EG

Tel.: 01224 812200
Fax: 01224 812200

If you wish to complain about NHS 24, please contact:

NHS 24
Caledonia House
Cardonald Park
G51 4ED

Tel.: 0141 337 4501


The GMC is one of several organisations that patients can contact when they have a concern about a doctor. It deals with complaints that bring an individual doctor's fitness to practise into question - for example, in cases of serious or repeated mistakes in carrying out a medical procedure or in clinical diagnosis; serious breaches of a patient’s confidentiality; or serious cases of fraud or dishonesty.  The following website provides advice and guidance:


Support and Advice:


If you have any comments or complaints, you can receive independent help from the Patient Advice and Support Service (PASS), which is part of the Scottish Citizens Advice Bureau (CAB) Service. The CAB Service is a professional, trusted source of help and is free, confidential, independent and impartial.


To contact the service you can:


Visit their website –www.cas.org.uk\patientadvice

Visit www.adviceguide.org.uk to find out more for yourself

Or contact your local bureau at:

Orkney Citizens Advice Bureau
Anchor Buildings
6 Bridge Street
KW15 1HR

Tel. : 01856 875266
(Mon, Tues, Wed, Fri 10.00 am – 12.30pm and 1.30pm – 3.00pm)

There are several leaflets for your to access by clicking the relevant link in 'Related Documents' below.


What happens next?

After any investigations are complete, you will receive a full written response to your complaint.
This will inform you of how the complaint was dealt with, who conducted the investigation, what the outcome of the investigation was and any requirements resulting from the investigation.

However, if you are still unhappy about how your complaint was handled, or it is taking too long to investigate or you are not happy with the outcome of the investigation, you can contact the Scottish Public Services Ombudsman to consider your complaint further.

The Scottish Public Services Ombudsman
Freepost EH641

Tel: 0800 377 7330
Fax: 0800 377 7331

E-mail: ask@spso.org.uk
Website: www.spso.org.uk





Related Documents

Accessing Your Health Records

Confidentiality Leaflet

The NHS and You

Giving Feedback or making a complaint about the NHS

Complaints - Factsheet