Patient feedback, comments, concerns or complaints
15Arrangements for handling and responding to patient feedback etc.
1
The Scottish Ministers must ensure that each relevant NHS body has adequate arrangements in place for the matters described in subsection (3).
2
A relevant NHS body must ensure that each of its service providers has adequate arrangements in place for the matters described in subsection (3).
3
The matters are—
a
handling and responding to feedback or comments given, or concerns or complaints raised, in relation to health care—
i
by or on behalf of patients,
ii
by or on behalf of such other persons as the Scottish Ministers may specify by regulations made under subsection (4)(a),
b
using feedback, comments, concerns or complaints to identify best practice,
c
publicising—
i
how feedback and comments are to be given, or concerns and complaints are to be raised, and
ii
how feedback, comments, concerns or complaints will be handled,
d
giving a person who gives feedback or comments, or raises concerns or complaints details of the advice and support available to patients,
e
publicising the details of the advice and support available to patients (and, in particular, the patient advice and support service serving the relevant NHS body),
f
monitoring the feedback, comments, concerns or complaints received with a view to—
i
identifying any areas of concern, and
ii
improving the performance of its functions.
4
The Scottish Ministers may—
a
by regulations make provision about the—
i
arrangements mentioned in subsections (1) and (2),
ii
matters described in subsection (3),
b
give a relevant NHS body directions about such arrangements or matters.
5
Directions under subsection (4)(b) may, in particular, include provision for the resolution of complaints by conciliation or mediation.
6
In this section, a “service provider” is any person who provides health services for the purpose of the health service under a contract, agreement or arrangements made under or by virtue of the 1978 Act.
7
The powers conferred on the Scottish Ministers by virtue of this section are without prejudice to their powers under the 1978 Act.
8
Nothing done under or by virtue of this section is to preclude an investigation under the Scottish Public Services Ombudsman Act 2002 (asp 11) in respect of any matter.