NHS complaints

Request data on complaints received by a health board, categories, and outcomes.

NHS boards handle thousands of complaints each year. The numbers show which services generate the most concern and whether complaints are being resolved.

Dear [AUTHORITY NAME], Please provide the following information for [FINANCIAL YEAR e.g. 2024-25]: 1. The total number of complaints received. 2. A breakdown of complaints by service area or department. 3. The number of complaints upheld, partially upheld, and not upheld. 4. The average time taken to respond to complaints at each stage of the complaints process. I would prefer to receive this as a spreadsheet or CSV if possible. Yours faithfully, [YOUR NAME]
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Who to send it to#

Your local NHS board. Find the right board on the Commissioner’s directory of Scottish public authorities. You can also send your request through WhatDoTheyKnow, which publishes responses online.

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Tips#

  • NHS boards follow the NHS Model Complaints Handling Procedure, which has two stages: frontline resolution and investigation. Ask for data at both stages to get the full picture.
  • Some complaints data is published by the Scottish Public Services Ombudsman (SPSO). Check what is already available before submitting your request.
  • If the board says this would exceed the cost limit, narrow your request to one service area or to items 1 and 3 only.
  • You can follow up with a request for the learning and improvement actions taken in response to upheld complaints.