NHS Lothian Complaints Handling Procedure Early Resolution 5 working days For issues that are straightforward and easily resolved, requiring little or no investigation. ‘On-the-spot’ apology, explanation or other action to resolve the complaint, quickly, in five working days or less, unless there are exceptional circumstances. Complaints addressed by any member of staff, or alternatively referred to the appropriate point for early resolution. Complaint details, outcome and action taken recorded and used for service improvement. Investigation 20 working days For issues that have not been resolved at the early resolution stage or that are complex, serious or ‘high risk’. A definitive response provided within 20 working days following a thorough investigation of the points raised. Sensitive complaints that meet set criteria may have the opportunity for additional internal review. Responses signed off by senior management. Senior management have an active interest in complaints and use information gathered to improve services. Independent External Review Ombudsman For issues that have not been resolved by the service provider. Complaints progressing to the Ombudsman will have been thoroughly investigated by the service provider. The Ombudsman will assess whether there is evident of service failure or maladministration not identified by the service provider. SPSO decisions in relation to NHS Lothian are searchable on SPSO website. The latest investigation report is available here NHS Lothian Complaints Handling Procedure
