The focus for the third round of self-assessments against the
Participation Standard was on how NHS
Boards have used complaints and feedback to drive improvement. It
follows on from our April 2014 report, Listening and Learning, which reviewed NHS
complaints handling and made a number of recommendations.
As the focus was different from in previous years, it was agreed
that the 2014–2015 self assessment would provide a baseline for
complaints and feedback handling, offering the opportunity to
demonstrate future improvement, and that any levels previously
attained through the Participation Standard process would not be
applicable for this assessment.
Standard National Overview report 2014-2015 summarises the 22 self-assessment reports
submitted by each of the NHS Boards throughout Scotland, as well as
the annual reports each Board is required to produce on complaints
and feedback, and reviews the progress made by Boards in the two
years since the publication of Listening and Learning.
NHS Boards provided examples of improvement, including removing
the fear factor through training for staff, proactively welcoming
feedback from patients and public, and in demonstrating
improvements made as a result of the feedback and complaints they
received. The use of social media and technology in gathering
feedback has increased and it is expected this trend will
NHS Boards also described how they had developed their
accountability and governance mechanisms to learn and take action
from complaints and feedback received, aligning it to other sources
of data such as adverse events, and reporting trends to give
assurance to non-executive Board members that improvements can be
systematically and reliably demonstrated.
In line with previous years, NHS Boards involved public
participants in endorsing their self assessments prior to
submission. Feedback from participants in this process was mostly
positive but included several suggestions for improvement in
The summary reports below provide a brief description of Boards'
self-assessed performance in relation to handling complaints and
Enquiries about the full self-assessment reports
should be made directly to the individual NHS