What it is doing to ensure that the health and social care complaints processes are clear, accessible and fair.

The Patient Rights (Scotland) Act 2011 introduced a new and specific right for patients to complain, raise concerns, make comments and give feedback. A review of the NHS complaints procedure was undertaken to meet the provisions of the Act. Good Practice Guidance was issued to NHS boards, and a programme of training and education has been provided to NHS staff and contractors, in partnership with the Scottish Public Services Ombudsman (SPSO).
The Act established the independent Patient Advice and Support Service (PASS) to provide help and support to people to give feedback about their healthcare.
The Scottish Health Council is currently undertaking a review of NHS boards’ handling of feedback and complaints. This will report late spring 2014.
Local authorities publish their complaints procedures for social care on their websites.
The Scottish Government is working to further strengthen these procedures by working closely with the SPSO, COSLA and other stakeholders to ensure that complaints about social care services are handled in a clear, accessible and fair manner.