You are in:
Contact Us › Make a complaint about the Scottish Health Council
Make a complaint about the Scottish Health Council
Complaints about the Scottish Health Council
Anyone wishing to make a formal complaint about the way in which the Scottish Health Council has conducted its business with them may do so by contacting the nominated complaints officer:
Rosemary Hill
Development Manager
Scottish Health Council
National Office
Delta House
50 West Nile Street
Glasgow
G1 2NP
Telephone 0141 225 6876
Textphone 0141 225 6316
e-mail
Rosemary.Hill@scottishhealthcouncil.org
Where a formal complaint covered by this procedure is received by telephone, it will be recorded in writing and sent to the complainer in order that they can confirm that the Scottish Health Council are aware of all aspects of their complaint.
The Scottish Health Council will make arrangements for anyone who requires impartial advice to make a complaint under this procedure to receive it from a local, Independent Advice and Support Service operated by Citizen’s Advice Scotland. Contact details of these services are available from local Citizens Advice Bureaux (
http://www.cas.org.uk/) or from Rosemary Hill.
All complaints received will be acknowledged in writing or by e-mail within three working days. Following acknowledgment, each complaint will be thoroughly investigated and a report on the complaint and the results of the investigation will be prepared for the Director of the Scottish Health Council who will consider the report and respond to the complainer. The aim is to provide a full response to all complaints within 20 working days of receipt. Where this is not possible the complainer will be advised as soon as it becomes clear that this timescale cannot be met. An update will be sent to the complainer on the 20th day and at 20 day intervals thereafter.
Following the investigation and response from the Director of the Scottish Health Council, if the complainer remains dissatisfied, they may ask the Scottish Public Services Ombudsman to consider the complaint further.
The ombudsman may be contacted at:
Monitoring of complaints
The Scottish Health Council recognise that complaints can provide useful pointers for improvement in the conduct of their business. We will therefore monitor the nature of all complaints received and the outcome, this will help to ensure that appropriate lessons are learned and where possible mistakes are not repeated.
Staff Training
All staff dealing with concerns, complaints, suggestions and commendations within The Scottish Health Council will be provided with appropriate training which will form part of induction and continuing education.