Publication - Advice and guidance
Can I Help You? Guidance for handling and learning from feedback, comments, concerns or complaints about NHS health care services.
This guidance is for the NHS and their health service providers to assist them in handling and responding to feedback, comments, concerns and complaints raised in relation to health care in accordance with the Patient Rights (Scotland)Act 2011.
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 |
Contact
Email: Joanna Swanson
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