Scottish Parliament hears how complaints will be handled beyond HSC Integration
By News Scotland, , , ,

The Local Government and Regeneration Committee of the Scottish Parliament recently (June 10) held an oral evidence session relating to Health and Social Care Integration complaints handling.

Concerns had been raised about the complex processes already in place relating to making a complaint regarding either a NHS or Local Authority service, and the committee wished to examine the implications of Health and Social Care Integration on these processes. 

Evidence was given by:

  • Paul McFadden, Head of Complaints Standards, Scottish Public Services Ombudsman;
  • Iona Colvin, Chief Officer, Health and Social Care Partnership in North Ayrshire;
  • Alison Taylor (pictured), Head of Integration Implementation, Directorate for Health and Social Care Integration, Scottish Government;
  • Rami Okasha, Acting Director of Strategic Development, Care Inspectorate.

There was a wide ranging discussion with questions from the committee members relating to the challenges for members of the public in knowing what stages their complain may go through, who you should complain to in the first instance, as well as what happens when the complaint is regarding a service being provided by a different partnership area.

The aim of a single point of contact or entry into the complaints system, with the partnership then taking the responsibility of navigating the system was regarded as essential for the public. Iona Colvin, Chief Office of the North Ayrshire Health and Social Care Partnership described the processes being put into place in Ayrshire, as the first three partnerships established through the Public Bodies (Joint Working) (Scotland) Act 2014.

Alison Taylor of Scottish Government confirmed that both Health and Social Care complaints systems will be brought in line with Scottish Public Service Ombardsman (SPSO) Model Complaints Handling Procedures over the next 12-18 months which will further simplify the system and agreed to write to the committee to outline what this streamlined, three stage process will look like. Alison Taylor also agreed to look in more detail, along with SPSO colleagues, at whether primary or secondary legislation would be require.

Rami Okasha of the Care Inspectorate confirmed that they would be working along with Healthcare Improvement Scotland and Audit Scotland to play a role in sharing a baseline and evidence base relating to the handling of complaints going forward.

You can watch the full evidence session here: https://www.youtube.com/watch?v=uhMt4byFJK0