Learning from Complaints

The Learning from Complaints working group was set up to look at ways in which NHS complaints information can be improved and better used to drive through and monitor year-on-year improvements in patient experience. The aims of the working group are to:

• Review and improve the data on complaints collated by Information Services Division (ISD), from NHS Scotland
• Identify trends and patterns in patients' experiences of NHS services, and
• Use the information gathered to improve patient experience

The group is currently working with ISD regarding the new NHS complaints data system which will collect more detailed information on NHS complaints. The system was rolled out in 2008 and contains more detailed categories for the type of issues that are being raised and asks people about their background to make sure that the complaints systems is accessible to all.

Membership

• Alastair Pringle, Scottish Government Patients and Quality (Chair)
• Information Serviced Division of NHS Scotland (ISD)
• Citizen's Advice Bureau Scotland (Independent Advice and Support Service)
• Scottish Public Services Ombudsman (SPSO)
• Scottish Health Council
• Golden Jubilee Hospital
• NHS Lothian
• NHS Lanarkshire