Making a complaint

Making a complaint

The Scottish Ambulance Service aims to provide the best possible services at all times but accept that sometimes things do go wrong. If there is an aspect of your care or our service with which you have not been satisfied, please let us know as soon as possible. We adhere to the NHS Model Complaints Handling Procedure and aim to resolve your complaint as quickly as possible.

Stage 1 – Early Resolution

We aim to resolve simple complaints and concerns within five working days. This will usually be with arranging for a local manager to contact you.

Stage 2 – Investigation

Some complaints or concerns are more serious and will require a detailed examination. We aim to resolve these cases within 20 working days.

Who can complain?

Anyone can make a complaint to us. You can complain to us directly, or if you would rather have someone make a complaint on your behalf, we can deal with your representative. This could be a relative, carer, friend or any other person you choose. If you agree to someone making a complaint on your behalf we will need to ask for your permission for us to deal with that person.

Can I make a complaint on behalf of someone else?

Will I be treated differently if I make a complaint?

Absolutely not. We welcome all feedback on the services that we provide and are committed to providing the best possible service to all of our patients and learning from the feedback that we receive. 

How can I make a complaint?

There are a number of ways a complaint can be made. You can complain in person to a member of staff, contact us by telephone, complete an online form or write to us. If contacting us be e-mail, please provide your full postal address and telephone details and that of the patient if you are complaining on behalf of somebody. 

Please note that due to the adverse weather we have experienced over the last few days, there may be a delay in our Patient Feedback team responding to your complaint.  We would like to thank you for your patience during this period.

Telephone 0131 314 0000 
Online by completing our online complaints form

NB – We are aware that occasionally people have experienced a problem with submitting the form.  We aim to acknowledge any messages received within three working days.  If you do not hear from us after three working days, or have any problems in submitting the on line form, please contact the team on 0131 314 0000.

*By post to Scottish Ambulance - Corporate Affairs & Engagement Department, Scottish Ambulance Service National Headquarters, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB

*We will often  contact people who have complained to us to discuss their concerns. Therefore, if possible, please provide a contact telephone number and/or email address when writing to us.

Independent advice and support service
Patient Advice and Support Service (PASS) is a new independent service which provides free, accessible and confidential advice and support to patients, their carers and families about NHS health care.

In particular the Service will promote an awareness and understanding of the rights and responsibilities of patients and will advise and support people to give feedback, make comments, raise concerns or make a complaint about treatment and care provided by the NHS in Scotland.
 

Find out more about the Patient Advice and Support Service

What happens after a complaint is made?

We will contact you within three working days to acknowledge that we have received your complaint. A consent form will be sent to you for completion where the complaint has been raised on behalf of someone else. We will aim to keep you informed of the progress and resolve the complaint within the timeframe described above. If this is not possible we will contact you to advise you of this.

Cases for possible mediation

The Scottish Ambulance Service will consider conciliation or mediation services to help resolve a complaint where it is appropriate and all of the parties involved agree. We are working in partnership with the Scottish Government and the Scottish Mediation Network to use mediation in complaints handling within NHS Scotland. It is hoped that mediation might help take matters forward when both sides do not agree with the outcome. If you wish to discuss mediation please contact us.

I’m not happy with the way my complaint has been handled
If you are unsatisfied with the response to your complaint you can write to the Scottish Public Services Ombudsman who will consider complaints after they have been through the formal complaints process. You can contact them at
Address: Freepost SPSO
Freephone 0800 377 7330
Fax: 0800 377 7331

http://www.spso.org.uk

Reports featuring the Scottish Ambulance Service are available from the Scottish Public Service's Ombusman.

Complaints Handling Procedure

A’ dèanamh gearan

Tha e daonnan na amas do Sheirbheis Ambaileans na h-Alba an t-seirbheis as fheàrr as urrainn dhuinn a thoirt seachad, ach tha sinn a’ gabhail ris gum bi cùisean a’ dol ceàrr uaireannan. Ma tha pàirt den chùram no den t-seirbheis a fhuair sibh leis nach robh sibh riaraichte, feuch gun inns sibh dhuinn cho luath ’s as urrainn. Tha sinn a’ cumail ris na Modhan Coileanta aig an NHS gus Dèiligeadh ri Gearanan agus tha e na amas dhuinn dèiligeadh ris a’ ghearan agaibh cho luath ’s as urrainn dhuinn.

Ìre 1 – Fuasgladh Luath

Tha e na amas dhuinn fuasgladh fhaighinn air gearanan is draghan sìmplidh taobh a-staigh còig làithean-obrach. Nithear sin gu h-àbhaisteach le bhith ag iarraidh air manaidsear ionadail fios a chur thugaibh.

Ìre 2 – Rannsachadh

Tha cuid a ghearanan no draghan ann a tha nas miosa agus bidh feum air rannsachadh mionaideach. Tha e na amas dhuinn fuasgladh fhaighinn air leithid a chùisean taobh a-staigh 20 latha-obrach.

Cò dh’fhaodas gearan a dhèanamh?

Faodaidh duine sam bith gearan a thogail leinn. Faodaidh sibh fhèin gearan a thogail, no nam b’ fheàrr leibh iarraidh air cuideigin eile gearan a thogail às ur leth; faodaidh sinn conaltradh ris an neach a tha gur riochdachadh. Dh’fhaodadh an neach sin a bhith càirdeach dhuibh, nan neach-cùraim, nan caraid no neach sam bith eile a tha sibh airson a roghnachadh. Ma dh’aontaicheas sibh gun dèan neach eile gearan às ur leth, bidh againn ri ur cead iarraidh gus dèiligeadh ris an neach sin.

Am faod mi gearan a thogail às leth cuideigin eile?

An tèid dèiligeadh rium ann an dòigh eadar-dhealaichte ma nì mi gearan?

Cha tèid gu dearbh. Tha sinn a’ cur fàilte air beachdan sam bith a gheibh sinn mu na seirbheisean againn agus tha sinn air a chur romhainn na seirbheisean as fheàrr as urrainn dhuinn a thoirt do gach euslainteach agus ionnsachadh bho na beachdan a gheibh sinn bho dhaoine.

Ciamar a nì mi gearan?

Tha grunn dhòighean ann gus gearan a dhèanamh. Faodaidh sibh gearan a thogail le bhith a’ bruidhinn ri neach-obrach, no faodaidh sibh fònadh thugainn, foirm a lìonadh a-steach air-loidhne no sgrìobhadh thugainn. Ma tha sibh a’ cur fios thugainn ann am post-d, feuch gun toir sibh an seòladh puist iomlan agaibh dhuinn agus an àireamh-fòn agaibh agus am fiosrachadh sin airson an euslaintich ma tha sibh a’ togail gearan às leth cuideigin eile.

Fòn 0131 314 0000

Faodaidh sibh fios a chur thugainn aig scotamb.feedback@nhs.net leis an fhiosrachadh a leanas.

Fios mun neach-ghearain - ainm, dàimh ris an euslaintich, àireamh-fòn, àireamh fòn-làimhe, seòladh, baile, còd-puist agus seòladh puist-d.

Fios mun euslainteach - ainm, seòladh, baile, còd-puist, fios mu na thachair, an ceann-latha air na thachair e, an uair a thachair e agus beachdan. Feuch gun toir sibh dhuinn uiread fiosrachaidh ’s as urrainn dhuibh gus an tèid againn air dèiligeadh gu ceart ris a’ chùis.

Tha e na amas dhuinn innse dhuibh gun d’ fhuaras an teachdaireachd agaibh taobh a-staigh trì làithean-obrach. Mura cluinn sibh bhuainn taobh a-staigh trì làithean-obrach, no ma tha duilgheadas sam bith agaibh le bhith a’ cur foirm a-steach air-loidhne, cuiribh fòn chun an sgioba air 0131 314 0000.

*Sa phost gu Seirbheis Ambaileans na h-Alba - Roinn nan Cùisean Corporra is Conaltraidh, Prìomh Oifis Nàiseanta Seirbheis Ambaileans na h-Alba, Ceàrnag a’ Ghyle, 1 Corran Gyle a Deas, Dùn Èideann, EH12 9EB

*Gu tric, cuiridh sinn fios gu daoine a tha air gearan a thogail gus bruidhinn riutha mu na draghan a th’ aca. Mar sin, mas urrainn dhuibh, thoiribh dhuinn àireamh-fòn agus/no seòladh puist-d nuair a tha sibh a’ sgrìobhadh thugainn.
Seirbheis comhairleachaidh is taice neo-eisimeileach

’S e a th’ anns an t-Seirbheis Chomhairleachaidh is Taice do dh’Euslaintich (SCTE) seirbheis ùr neo-eisimeileach a tha a’ toirt comhairle is taic an-asgaidh agus gu dìomhair do dh’euslaintich, an luchd-cùraim agus an teaghlaichean mu chùram-slàinte an NHS.

Bidh an t-Seirbheis gu h-àraidh a’ dèanamh follaiseach dè na còraichean a th’ aig agus dè na dleastanasan a th’ air euslaintich agus bidh iad a’ brosnachadh tuigse am measg dhaoine air na còraichean is dleastanasan sin, agus bheir an t-Seirbheis comhairle is taic do dhaoine a thaobh a bhith a’ toirt bheachdan seachad, no a’ togail dhraghan no ghearanan mu na seirbheisean leighis is cùraim a bheir an NHS seachad ann an Alba.

Tuilleadh fiosrachaidh mun t-Seirbheis Chomhairleachaidh is Taice do dh’Euslaintich.

Dè thachras nuair a nì mi gearan?

Cuiridh sinn fios thugaibh taobh a-staigh trì làithean-obrach gus leigeil fhaicinn dhuibh gun d’ fhuair sinn an gearan agaibh. Thèid foirm-ceadachaidh a chur thugaibh airson a lìonadh a-steach ma tha sibh air gearan a thogail às leth cuideigin eile. Feuchaidh sinn ri fios a chumail ribh mu adhartas agus bidh e na amas dhuinn fuasgladh fhaighinn air a’ ghearan a rèir a’ chlàir-ama gu h-àrd. Mura gabh sin dèanamh, innsidh sinn dhuibh.

Far am faod eadar-rèiteachadh a bhith a dhìth

Beachdaichidh Seirbheis Ambaileans na h-Alba air seirbheisean eadar-rèiteachaidh gus cuideachadh le bhith a’ faighinn fuasgladh air gearan nuair a tha sin freagarrach agus nuair a dh’aontaicheas a h-uile neach a tha an sàs sa chùis. Bidh sinn ag obair ann an com-pàirt ri Riaghaltas na h-Alba agus Lìonra Eadar-rèiteachaidh na h-Alba gus taic eadar-rèiteachaidh fhaotainn nuair a thathar a’ dèiligeadh ri gearanan taobh a-staigh NHS Alba. Thathar an dòchas gun cuidich eadar-rèiteachadh ’s dòcha le bhith a’ gluasad chùisean air adhart nuair nach eil an dà thaobh ag aontachadh ri buil na cùise. Ma tha sibh airson bruidhinn rinn mu eadar-rèiteachadh, cuiribh fios thugainn.

Chan eil mi toilichte leis an dòigh san deach dèiligeadh ris a’ ghearan agam
Mura h-eil sibh riaraichte leis an dòigh san deach dèiligeadh ris a’ ghearan agaibh, faodaidh sibh sgrìobhadh gu Ombudsman Seirbheisean Poblach na h-Alba a bheachdaicheas air gearanan às dèidh dhaibh a bhith air an sgrùdadh tro mhodhan foirmeil gus gearan a dhèanamh. Faodaidh sibh fios a chur thuca aig:

Seòladh: Freepost SPSO
Fòn (an-asgaidh) 0800 377 7330
Facs: 0800 377 7331

http://www.spso.org.uk

Gheibhear aithisgean sa bheil iomradh air Seirbheis Ambaileans na h-Alba bho Ombudsman Seirbheisean Poblach na h-Alba.