I would like to give feedback (Compliment / Complaint / Concern)

If you would like to leave us feedback about the service that you have received, please contact the NHS Tayside Complaints and Feedback Team. You can do this via a number of routes, including:
 

  • In writing
  • By telephone
  • By email
The information that you provide here can form the formal complaints process and can help us:

  • Demonstrate to people who use our services that we listen and act on their feedback and comments
  • Identify service areas that require change or improvement.

Where possible, it would be helpful if you can provide us with the following information:

  • Are you the patient (yes or no).  If no, please give your name and relationship to the patient
  • Patient’s name
  • Patient’s postal address including post code
  • Your email address, if you have one
  • Telephone number
  • Patient’s date of birth
  • Description of the complaint that you are making
  • Location where this occurred
  • Date when this occurred


Please include your contact details (a postal address, email or telephone number) so that we can contact you if we need any further information and details.

If you are not the patient and are providing information on or behalf of someone else, we will need to obtain their consent so that we can act on this information. If consent is not obtained this may delay any response being sent to you.

We have a two-stage complaints procedure. We will always try to deal with your complaint quickly, within 5 working days if we can (Stage One). Where it is not possible to resolve a complaint within this timescale, or where it is clear a detailed investigation is required, we will write to acknowledge your complaint and endeavour to formally respond to you in writing within 20 working days (Stage Two).

NHS Tayside Patient Experience Team is based at:

Patient Experience Team
Ninewells Hospital
Dundee
DD1 9SY
Telephone:  0800 027 5507
Email:  TAY.feedback@nhs.scot

You can also leave us feedback via Care Opinion:-

Some services have individual QR codes that provide a quick and efficient link to allow you to give your feedback using a mobile phone or device. You can also use Care Opinion's leaflets to hand-write your feedback, using the freepost address on the leaflet to send this in to Care Opinion, or you can call 0800 122 3135 to give your feedback over the phone. Some services within NHS Tayside have volunteers who can help patients provide their feedback. Go to www.careopinion.org.uk for more information.

Supporting you to make a complaint

Patient Advice and Support Service

The Patient Advice and Support Service (PASS) can provide advice and support to people wanting to raise a complaint. If you have any comments or complaints about the treatment you have received in hospital, from your GP, dentist, nurse or any other part of the NHS, PASS may be able to help you. This service is free and confidential to everyone within Tayside.
 
Patients, carers and relatives can obtain support by contacting their local Citizens Advice Bureau. Find your local bureau here.
 
Further details about the service can be found at www.pass-scotland.org.uk/ alternatively, call 0800 917 2127 to speak to a specialist advisor.

Useful Links
NHS Inform:    www.nhsinform.scot
Scottish Public Services Ombudsman:   www.spso.org.uk

Mental Welfare Commission for Scotland
Thistle House
91 Haymarket Terrace
EDINBURGH
EH12 5HE
Telephone:  0131 313 8777
Email:  enquiries@mwc.scot.org.uk

Independent Advocacy Services

Contact details for Independent Advocacy Services can be found by clicking here

Right to Redress

If the NHS has fully investigated your complaint and you are still not happy, you can ask the Scottish Public Services Ombudsman (SPSO) to consider your complaint further. The SPSO cannot normally look at complaints more than 12 months after you became aware of the matter you want to complain about. Sometimes this time limit will not apply. Please contact the SPSO for more information. The SPSO cannot normally look at:
 
  • A complaint that has not completed our NHS Complaints Procedure
  • A matter that has been or is being considered in court

If you are not happy with the way the NHS is dealing with your complaint, for example if you think it is taking too long, you can contact the SPSO. The Ombudsman does not take up all cases and will decide whether or not to investigate your complaint further.
 

The contact details for the SPSO are:

Postal address
Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS

Freepost address
Freepost SPSO (you don’t need to use a stamp)

Phone
Freephone: 0800 377 7330

Web
Website: http://www.spso.org.uk
Online contact: http://www.spso.org.uk/contact-form

If you want to complain about the Scottish Ambulance Service please contact:

National Complaints Administrator
Scottish Ambulance Service
National Headquarters
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Telephone: 0131 314 0000
Website:  www.scottishambulance.com

If you want to complain about NHS 24 please contact:

Patient Customer Relations Department
NHS 24
Caledonia House
Fifty Pitches Road
Cardonald Park
Glasgow
G51 4ED
Telephone:  0141 337 4501

If you want to complain about Golden Jubilee National Hospital please contact:

Risk Manager
Golden Jubilee National Hospital
Agamemnon Street
Clydebank
G81 4DY
Telephone:  0141 951 5177

If you want to complain about The State Hospital please contact:

Complaints Officer
The State Hospital
Carstairs
Lanark
ML11 8RP
Telephone:  01555 842 200

HM Queen Elizabeth II black and white
NHS Tayside Logo White
Her Majesty Queen Elizabeth II

1926 - 2022