26.09.12
NHS Scotland receives record number of complaints
Complaints against the NHS in Scotland have risen above 8,000 to their highest level in eight years, according to the latest statistics.
In 2011/12, there were 8,117 complaints – up 1,062 in the space of a year. In total, 77% of complaints related to acute services in hospitals, representing a 20% rise on the 2010/11 figures.
Additionally, 60% of complaints were either fully or partially upheld, a 12% increase on the year before. However, there was a decrease in complaints to the Scottish Ambulance Service, down 43%.
A Scottish Government spokesman said: “Previous research showed that patients were reluctant to complain.
“The findings from the research helped inform the development of the Patient Rights (Scotland) Act 2011 which provides from April 1 2012 that all patients have a right to give feedback or comments, raise concerns or complaints about the health care they have received.
“Revised guidance will ensure that local processes are developed to encourage, welcome and view feedback, whether good or bad, as opportunities for improvement and to ensure the NHS provides person-centred care was issued in March.”
But Labour’s health spokeswoman Jackie Baillie said: “Fewer staff, coping with more demands with less resource. It’s a recipe for disaster.”
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