Health and social care complaints

    What is a complaint?

    East Dunbartonshire Health and Social Care Partnership Board complaints relate to:

    An expression of dissatisfaction, by one or more members of the public about the IJB Board’s action or lack of action, or about the standards of Service of the IJB has provided in fulfilling its responsibility as set out in the Integration Scheme.

    A complaint may relate to dissatisfaction with:

    • East Dunbartonshire HSCP Board policies;
    • East Dunbartonshire HSCP Board decisions; and
    • the administrative or decision-making processes undertaken by East Dunbartonshire HSCP Board in coming to a decision

    Complaints regarding health and social care employees, direct health and/or social care service delivery or members of the HSCP Board are not covered by this Complaints Handling Procedure. These complaints are covered by East Dunbartonshire Council and NHS Greater Glasgow & Clyde Complaints Handling procedures.

    A complaint is not: (this list is not exhaustive)

    • a first time request made to EDHSCP;
    • a request for compensation only;
    • issues that are in court or have already been heard by a court or a tribunal;
    • disagreement with a decision where a statutory right of appeal exists; and
    • an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision.

    The HSCP Board will not treat these issues as complaints, but will instead direct the customer/complainant to the appropriate procedures.

    Anyone who is affected by the decisions made by the HSCP Board can make a complaint. Sometimes a customer may be unable or reluctant to make a complaint on their own. Complaints brought by third parties will be accepted as long as the customer has given their personal consent.

    A complaint may relate to a decision that has been made by the HSCP Board, as well as a service or activity directed by the HSCP Board to the constituent bodies (EDC and NHSGGC). Initially, these complaints should all be handled in the same way. They must be logged as a complaint, and the content of the complaint must be considered, to identify which services are involved, which parts of the complaint the HSCP Board can respond to and which parts are appropriate for others to respond to. A decision must be taken as to who contributes and investigates each element of the complaint, and that all parties are clear about this decision. The final response must be a joint response, taking into account the input of all those involved.

    Where a complaint relates to a decision made jointly by the HSCP Board and the Health Board or Local Authority, the elements relating to the HSCP Board should be handled through this Complaints Handling Procedure. Where possible, working together with relevant partners, a single response addressing all of the points raised should be issued.

    Should a member of staff who represents the HSCP Board receive a complaint in relation to HSCP Board business, and they have the relevant and appropriate information to resolve it, they should attempt to do so. If the staff member feels unable to offer a response, the complaint should be passed to the HSCP Senior Management Team as early as possible to allow a response/resolution.

    If a customer makes a complaint to the HSCP Board about services of another agency or public service provider, but HSCP Board has no involvement in the issue, the complainant will be advised to contact the appropriate organisation directly.

    If the HSCP Board needs to make enquiries to an outside agency in relation to a complaint, data protection legislation and SPSO guidance on handling customer’s personal information will always be taken into account. The Information Commissioner has detailed guidance on data sharing and has issued a data sharing code of practice. Complaints related to the HSCP Board should be directed to mail box East Dunbartonshire HSCP Board Complaints.

    Complaint stage information

    Complaint stage information
    Stage Description

    Stage 1 (Frontline Resolution)

    For straightforward and easily resolved issues.
    Complaints dealt with at Stage 1 will be responded to within five working days

    Stage 2 (Investigation)

    For issues not resolved at front line or that are more complex.
    Complaints dealt with at Stage 2 will be acknowledged within three working days and responded to within 20 working days. If we require more time to respond, we will let you know of the reasons for the delay and agree a revised time scale.

    Once you have received our final decision, if you feel that your issues have not been resolved, you can contact the Scottish Public Services Ombudsman (SPSO) and request that your complaint be reviewed. SPSO contact details will be provided with our final response to you.

    Occasionally things go wrong and if they do we want to know so we can put them right and make sure it doesn't happen again. If something goes wrong or you are not happy with our services, please tell us.

    Complete the on-line complaint form
    Phone Customer Services on 0300 123 4510
    Email complaints@eastdunbarton.gov.uk

    Anyone who receives, requests or is directly affected by our services can make a complaint to us. This includes the representative of someone who is dissatisfied with our service (for example, a relative, friend, advocate or adviser). If you are making a complaint on someone else’s behalf, you will normally need their written consent.

    We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

    You can complain about things like:

    • failure or refusal to provide a service
    • inadequate quality or standard of service, or an unreasonable delay in providing a service
    • dissatisfaction with one of our policies or its impact on the individual
    • failure to properly apply law, procedure or guidance when delivering services
    • failure to follow the appropriate administrative process
    • conduct, treatment by or attitude of a member of staff or contractor (except where there are arrangements in place for the contractor to handle the complaint themselves); or
    • disagreement with a decision, (except where there is a statutory procedure for challenging that decision, or an established appeals process followed throughout the sector).

    We aim to provide high quality customer services and to 'get it right first time' but if you are not happy with any of our services, a complaints procedure is in place that puts you at the heart of the process. Complaints enable us to learn from mistakes and improve the services we provide.

    We strive to resolve the majority of complaints simply and quickly and we have a two stage procedure:

    Complaint stage information

    Complaint stage information
    Stage Description

    Stage 1 (Frontline Resolution)

    This aims to quickly resolve customer complaints at first point of contact within five working days. In exceptional circumstances, where there are clear and justifiable reasons for doing so an extension of no more than five working days may be agreed with the customer. This will only happen when an extension will make it more likely that the complaint will be resolved at the frontline resolution stage. This means that frontline resolution can in special circumstances take ten days in total.

    Stage 2 (Investigation)

    For issues not resolved at front line or that are more complex.
    Complaints dealt with at Stage 2 will be acknowledged within three working days and responded to within 20 working days. If we require more time to respond, we will let you know of the reasons for the delay and agree a revised time scale.

    Once you have received our final decision, if you feel that your issues have not been resolved, you can contact the Scottish Public Services Ombudsman (SPSO) and request that your complaint be reviewed. SPSO contact details will be provided with our final response to you.