We also realise that it is not possible to list everything that you cannot complain about. If other procedures can help you resolve your concerns, we will give information and advice to help you.

How do I complain?

You can complain in person at the place where you have received care, treatment or advice, or where the incident that you want to complain about happened. You can also complain by phone or in writing. Please address all correspondence to Complaints Officer, Mandy McCann. If you wish to complain by email the address is mandy@blinkbridgeofallan.co.uk

Wherever possible we encourage you to speak with a member of staff. It’s easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you are complaining about. They will always try to resolve any problems on the spot if it is possible to do so.

When complaining, we need below; Giving us this information will help us to clearly identify the problem and what we need to do to resolve matters.

• your full name and address, and your email address if this is your preferred method of contact;

• the full name, address and date of birth of the person affected if you are complaining on behalf of somebody else;

• as much as you can about the complaint;

• what has gone wrong;

• when did this happen;

• where did this happen; and

• how you want us to resolve the matter How long do I have to make a complaint?

Normally, you must make your complaint within six months of:

• the event you want to complain about; or

• finding out that you have a reason to complain, but no longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

What happens when I have complained?

We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:

Stage one – early, local resolution

We aim to resolve complaints quickly and close to where we provided the service. Where appropriate, this could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.

Sometimes we will have to make some enquiries before we can respond to your complaint. We will give you our decision at Stage one in five working days or less, unless there are exceptional circumstances.

If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to Stage two. You may choose to do this immediately or sometime after you get our initial decision.

Stage two – investigation

Stage two deals with two types of complaint: those that have not been resolved at Stage one and those that are complex and require detailed investigation. When using Stage two we will:

• Acknowledge receipt of your complaint within three working days;

• where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for; and

• give you a full response to the complaint as soon as possible and within 20 working days.

If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.

What if I’m still dissatisfied?

If you are still dissatisfied with our decision or the way in which we have dealt with your complaint when we have sent you our full response, you can ask one of the following bodies to look at it. The SPSO and OCCS cannot normally look at a complaint that has not completed our complaints procedure, so please make sure it has done so before contacting them.

Getting help to make your complaint

We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service as long as the person has given their permission for us to deal with that person. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.

The Patient Advice and Support Service (PASS) is an organisation that provides free and confidential advice and support to patients and other members of the public in relation to NHS Scotland. The service promotes an awareness and understanding of the rights and responsibilities of patients and can advise and support people who wish to make a complaint to the NHS. Further information and contact details can be found on the PASS web site: www.patientadvicescotland.org.uk