Review of NHS Boards’ Annual Reporting on Feedback, Comments, Concerns and Complaints 2012-2013

Review of NHS Boards’ Annual Reporting on Feedback, Comments, Concerns and Complaints 2012/13Since 1 April 2012, NHS Boards in Scotland have been required to produce an annual report on their use of feedback, comments, concerns and complaints. This report, a Review of NHS Boards’ Annual Reporting on Feedback, Comments, Concerns and Complaints 2012/13PDF document, compares how NHS Boards responded to the new requirements and identifies potential areas for improvements in reporting next year.

The reports from the NHS Boards vary significantly in terms of both format and content. Some NHS Boards did not produce all the required information, some produced what was required, and others went beyond this to provide a fuller account of feedback, comments, concerns and complaints on their services. In future it may prove useful to develop a framework for how NHS Boards report this information.

We will meet with staff from each NHS Board to discuss the learning from this first year of reporting, to share examples of good practice and to highlight common challenges. The findings from these discussions will be published in April 2014 and considered by the Scottish Government with the aim of ensuring that NHS Boards across Scotland consistently listen to and learn from feedback, comments, concerns and complaints.

Questions or comments about this report should be sent to EmailGary McGrow, Social Researcher.

(January 2014)