Changes to NHS Scotland complaints handling procedure

The guidance, published by the Scottish Public Service Ombudsman (SPSO), sets out a framework to manage complaints at a local and external level in the dental practice.

This framework aims for an early resolution of straightforward complaints, usually within five working days. If this is not possible, a formal investigation will take place, with the new NHS model extending the investigation time frame from 10 to 20 working days. However, investigations can exceed the 20 day limit if there is a justifiable reason. As with the old procedure, if the complainant remains dissatisfied, they can refer their concerns to the ombudsman for an independent external review.

Angela Harkins, dento-legal adviser at the DDU comments, “It is helpful to now have clear guidance as to the timeframe and expectation of the SPSO in handling NHS complaints in practice. The clarity of having a time scale that is known and works across all public sectors will be useful in setting patient expectations in complaint management. Local resolution will always be in the best interest of both the dentist and patient and hopefully SPSO will encourage patients to give dentists the opportunity to directly respond to any concerns they may wish to raise.