Can I Help You? Guidance for handling and learning from feedback, comments, concerns or complaints about NHS health care services.

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Annex C: Useful links

LEGISLATION
Equalities Act 2010 Legislation on equality http://www.legislation.gov.uk/ukpga/2010/15/contents
European Convention on Human Rights Legislation on human rights http://www.echr.coe.int/NR/rdonlyres/D5CC24A7-DC13-4318-B457-5C9014916D7A/0/ENG_CONV.pdf
Human Rights Act (1998) Legislation on human rights http://www.legislation.gov.uk/ukpga/1998/42/contents
Mental Health (Care and Treatment) (Scotland) Act 2003 Legislation on mental health http://www.legislation.gov.uk/asp/2003/13/contents
Patient Rights (Scotland) Act 2011 Legislation on patients rights and responsibilities http://www.legislation.gov.uk/asp/2011/5/contents/enacted
The Patient Rights (Complaints Procedure and Consequential Provisions) (Scotland) Regulations 2012 The Complaints Regulations http://www.legislation.gov.uk/ssi/2012/36/pdfs/ssi_20120036_en.pdf
Public Services Reform (Scotland) Act 2010 Legislation to simplify the public services http://www.legislation.gov.uk/asp/2010/8/contents
Adult Support and Protection (Scotland) Act 2007 Legislation to protect vulnerable adults http://www.legislation.gov.uk/asp/2007/10/contents
NATIONAL POLICIES
Better Health Better Care: Action Plan Scottish Government's programme to deliver a healthier Scotland http://www.scotland.gov.uk/Publications/2007/12/11103453/0
NHSScotland Quality Strategy Aspires to create high quality person-centred, clinically effective and safe healthcare service that is world-leading in approach http://www.scotland.gov.uk/Publications/2010/05/10102307/0
Informing, engaging and consulting people in developing health and community care services. Guidance to Health Boards on engaging their communities www.sehd.scot.nhs.uk/mels/CEL2010_04.pdf
PATIENT SUPPORT INFORMATION
Health Rights Information Scotland's (HRIS) leaflet "Making a complaint about the NHS" Information to support patients (HRIS will move to NHS inform mid 2012) http://www.hris.org.uk/index.aspx?o=1025
Its OK to ask Information to support patients http://www.scotland.gov.uk/Publications/2008/03/13094805/0
PIN POLICIES
Preventing and Dealing with Bullying and Harassment in NHSScotland National policy on bullying and harassment http://www.scotland.gov.uk/Resource/Doc/364460/0123832.pdf
implementing and reviewing whistle blowing arrangements Partnership Information Network (PIN) Policy National policy for staff to raise concerns where they are witness to risk, malpractice or wrongdoing that affects others http://www.scotland.gov.uk/Publications/2011/12/06141807/0
NATIONAL GUIDANCE
Shaping Bereavement Care National guidance http://www.sehd.scot.nhs.uk/mels/CEL2011_09.pdf
Spiritual Care Matters Educational Resource http://www.nes.scot.nhs.uk/media/3723/spiritualcaremattersfinal.pdf
SPSO model complaints handling process Model process http://www.valuingcomplaints.org.uk/wp-content/uploads/2011/03/Guidance-on-a-Model-Complaints-Handling-Procedure.pdf
ORGANISATION CONTACT DETAILS
Better Together Patient experience programme http://www.bettertogetherscotland.com/bettertogetherscotland/CCC_FirstPage.jsp
Care Inspectorate Regulator of Care Homes http://www.scswis.com
Complaints standards authority Internal organisation of the SPSO http://www.valuingcomplaints.org.uk
Healthcare Improvement Scotland Regulator of private healthcare http://www.healthcareimprovementscotland.org/welcome_to_healthcare_improvem.aspx
Scottish Mediation Network Mediation membership organisation www.scottishmediation.org.uk
NCPAS Web based knowledge sharing site for complaints staff http://www.knowledge.scot.nhs.uk/ncpas.aspx
PASS Patient Advice and Support Service www.cas.org.uk/Projects/patientadvice
Scottish Independent Advocacy Alliance Advocacy membership organisation (not providers of advocacy) http://www.siaa.org.uk
Scottish Public Services Ombudsman (SPSO) Main website for SPSO www.spso.org.uk
REGULATORY BODIES
Council for Healthcare Regulatory Excellence Promotes the health and well-being of patients and the public in the regulation of health professionals http://www.chre.org.uk
General Dental Council Organisation that regulates the dental profession in the UK www.gdc-uk.org
General Medical Council Registers doctors to practice medicine in the UK. Their purpose is to protect, promote and maintain the health and safety of the public by ensuring proper standards in the practice of medicine. http://www.gmc-uk.org
General Optical Council Protect the public by promoting high standards of education, conduct and performance amongst opticians http://www.optical.org
General Pharmaceutical Council The independent regulator for pharmacists, pharmacy technicians and pharmacy premises in Great Britain http://www.pharmacyregulation.org
Health Professions Council Regulate 15 health professions:regulate 15 health professions: arts therapists, biomedical scientists, chiropodists / podiatrists, clinical scientists, dieticians, hearing aid dispensers, occupational therapists, operating department practitioners, orthotists, paramedics, physiotherapists, practitioner psychologists, prosthetists / orthotists, radiographers, and speech and language therapists. http://www.hpc-uk.org
Nursing and Midwifery Council The nursing and midwifery regulator for England, Wales, Scotland, Northern Ireland and the Islands http://www.nmc-uk.org
ROYAL COLLEGES/PROFESSIONAL BODIES
Academy of Medical Royal Colleges The Academy's role is to promote, facilitate and where appropriate co-ordinate the work of the Medical Royal Colleges and their Faculties for the benefit of patients and healthcare http://aomrc.org.uk/
Association of Optometrists As the leading professional organisation in the UK for optometrists, the AOP promotes the profession and development of high professional and clinical standards, as well as representing the needs and interests of individual optometrists and dispensing opticians http://www.aop.org.uk/
British Dental Association Professional association and trade union for dentists in the United Kingdom http://www.bda.org/
British Medical Association Scotland The BMA is the doctors' professional organisation established to look after the professional and personal needs of our members. The BMA represents doctors in all branches of medicine all over the UK. http://www.bma.org.uk/sc/about_bma/Aboutscotland.jsp
Chartered Society of Physiotherapists Scotland Founded in 1894, the Chartered Society of Physiotherapy has grown to become the profession's largest membership organisation http://www.csp.org.uk/nations-regions/scotland
Medical and Dental Defence Union of Scotland An independent mutual organisation offering expert medico-legal advice, dento-legal advice and professional indemnity for doctors, dentists and other healthcare professionals throughout the UK. http://www.mddus.com/mddus/home.aspx
Medical Protection Society As a not-for-profit mutual organisation, MPS offers support to members with legal and ethical problems that arise from their professional practice. http://www.medicalprotection.org/uk
Optometry Scotland Non-profit making organisation established to develop and represent the views of the entire Optometry sector of Optometrists, Dispensing Opticians and Optical Bodies Corporate to the Scottish Parliament, the Scottish Government Health Directorates and other relevant stakeholders. http://www.optometryscotland.org.uk
Royal College of General Practitioners Membership body of family doctors committed to delivering excellence in general practice and patient care, in the UK and overseas. http://www.rcgp.org.uk/
Royal College of Midwives The UK's only trade union, professional organisation led by midwives for midwives and those that support them. The vast majority of the midwifery profession are our members. http://www.rcm.org.uk/
Royal College of Nursing The RCN represents nurses and nursing, promotes excellence in practice and shapes health policies http://www.rcn.org.uk/
Royal College of Physicians and Surgeons of Glasgow By offering postgraduate medical education, examinations and assessments, as well as continuing professional development, our Fellows and Members are equipped to deliver the best possible care and medical practice that Scotland has to offer. http://www.rcpsg.ac.uk/Pages/RCPSG_Welcome.aspx
Royal College of Physicians Edinburgh Professional membership organisation. Our principal concern is to develop and oversee an ongoing programme of medical examinations, education and training for qualified doctors who wish to undertake postgraduate education and training in order to pursue a career in specialist (internal) medicine. http://www.rcpe.ac.uk/
Royal College of Speech & Language Therapists The RCSLT is the professional body for speech and language therapists in the UK; providing leadership and setting professional standards. http://www.rcslt.org/
Royal College of Surgeons Edinburgh Dedicated to the maintenance and promotion of the highest standards of surgical practice, through its keen interest in education, training and rigorous examination and through its liaison with external medical bodies http://www.rcsed.ac.uk/
Royal Pharmaceutical Society Professional body for pharmacists and pharmacy http://www.rpharms.com/home/home.asp
Society of Chiropodists and Podiatrists Professional Body and Trade Union for registered podiatrists http://www.feetforlife.org
DATA AND RECORDS
Data Protection Act 1998 Legislation http://www.legislation.gov.uk/ukpga/1998/29/contents
HDL (2003)37 on 'The Use of Personal Health Information' National guidance on data http://www.sehd.scot.nhs.uk/mels/HDL2003_37.pdf
ISD recognised national coding National guidance on datasets http://www.isdscotland.org/Health-Topics/Quality-Improvement/NHS-Complaints-Statistics/Statistics/
NHSScotland Caldicott Guardians - Principles into Practice' National guidance on data http://www.scotland.gov.uk/Publications/2011/01/31115153/12
2010 Records Management Code of Practice National guidance on recording and managing data http://www.sehd.scot.nhs.uk/mels/CEL2010_31.pdf
OTHER
Making It Better Research in to patients experiences of complaining http://www.scottishhealthcouncil.org/publications/research_reports.aspx#Craigforth2009