Authorised by: Dr Victoria McBride
Approved by: Dr Victoria McBride
Issue date: 01 May 2025
Last review: Version 1.1
Updated on: 06 May 2025
Next review: 01 August 2026

Version 1.1

1. Policy Statement

Courtyard Health Clinic is committed to delivering a high-quality, person-centred healthcare service. We actively encourage feedback and recognise that there may be times when patients wish to raise concerns or complaints. All complaints will be taken seriously, treated confidentially, and resolved promptly and fairly. Patients will not be discriminated against for making a complaint, and we treat all concerns as opportunities to improve our service.

2. Making a Complaint

Complaints can be made by patients, former patients, or their representatives (e.g. carers, advocates). They may be submitted verbally, in writing, by email, or via feedback forms. All staff are expected to document oral complaints immediately. Every effort will be made to resolve concerns at the point of contact (Stage 1). More complex complaints will proceed to a formal investigation (Stage 2).

3. Information Given to Patients

Information about how to make a complaint is displayed at reception and in the patient information leaflet. Staff will support any patient needing assistance, including access to interpreters or advocacy services. Making a complaint will never affect a patient’s care.

4. Receiving and Recording a Complaint

All complaints must be documented, including date, summary of concern, actions taken, and outcome. Complaints are recorded separately from the patient’s healthcare record and retained for review and audit. Anonymous complaints will also be considered and investigated based on available information.

5. Acknowledging and Responding to Complaints

Stage 1 complaints (frontline resolution) will be addressed within five working days wherever possible. If escalation to Stage 2 is necessary, the complaint will be acknowledged in writing within three working days. A full investigation will be conducted and a written response provided within 20 working days. If delays occur, the patient will be updated and a revised timeframe agreed.

6. Unreasonable or Aggressive Complaints

Where a complaint becomes unreasonable, repetitive or aggressive, communication may be limited to one method or designated person. Such situations will be handled with sensitivity and in line with data protection and safeguarding principles.

7. Complaints About Staff

If a complaint involves a named staff member or clinician, that individual will be informed and supported. Investigations will be impartial and confidential. Any findings may lead to reflection, additional training, or other appropriate actions.

8. Escalation and External Referral

Patients can contact Healthcare Improvement Scotland (HIS) at any time if they are unhappy about the handling or outcome of a concern or complaint. HIS can offer advice, guidance, and support regardless of whether the clinic’s complaint process has been completed.

If a patient remains dissatisfied after our internal investigation, they may escalate their complaint externally. The following contact details are provided:

Healthcare Improvement Scotland (HIS)

Programme Manager, Independent Healthcare Services Team

Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB

📧 Email: his.ihcregulation@nhs.scot

If the matter remains unresolved, patients may also contact:

Scottish Public Services Ombudsman (SPSO)

Website: www.spso.org.uk

Patients may also raise concerns about a clinician’s conduct with the relevant professional body:

• General Medical Council (GMC)
• Nursing & Midwifery Council (NMC)

9. Accessibility and Support

The Clinic is committed to ensuring the complaints process is accessible to all. Support will be offered for patients with disabilities, language needs, or communication difficulties. Complaints materials are available in different formats, and interpreters or advocates can be arranged when needed.

10. Annual Review and Learning

An annual review of complaints will be conducted to assess response times, complaint types, outcomes and learning points. Findings will inform training, quality improvement and policy updates. Complaints are valued as opportunities to improve safety and care quality.

11. Review of the Policy

This policy will be reviewed annually, or earlier if legislation or regulatory requirements change. Staff will be trained regularly in complaint handling procedures.

12. Guidance and Further Reading

– Health and Social Care Standards (Scotland)
– NHS Model Complaints Handling Procedure
– Data Protection Act 2018
– Public Interest Disclosure Act 1998
– The Healthcare Improvement Scotland Regulations 2011