New NHS complaints handling procedure: first year review

3. Next steps

As the Board visits were carried out in November and December 2018 and therefore in the second half of second year of the CHP some insight was gained into changes planned and further improvements. Many agreed that the first year reporting was not consistent. A template has been agreed in October 2018 and therefore expect the second year reporting to be more standardised.

The Scottish Government appreciates the feedback provided by everyone who took part in this review. We appreciate the willingness to share views and opinions as well as the opportunity for honest discussions. The input received from everyone have helped us to get an understanding of the changes introduced by the model CHP. Through this report, we have identified progress and good practice as well as challenges that will now be shared with all NHS boards and stakeholders across Scotland. The Scottish Government will continue to work with NHS Boards and stakeholders to help drive improvement in NHSScotland in terms of improved handling and use of feedback, comments, concerns and complaints, the Key Performance Indicators and annual reporting.