How can I complain?

If you can, first talk to a member of staff involved in your care. If you do this, they can try to sort out your complaint on the spot. We try to give you the best possible care and treatment. Staff value comments good or bad, to help them improve the service. If you are not happy about anything, please let a member of staff know. If you need to take your concern further then please use the links on this page or write to:

Complaints Manager
NHS Western Isles
37 South Beach St
Stornoway
HS12BB

How to complain using the NHS complaints procedure. This link will take you to the Health Rights Information Scotland website.


GP complaints should be directed to the practice in the first instance. Patients experiencing difficulty registering with a GP should contact Practitioner Services on 0141 300 1300 who may be able to provide assistance. For further information, click on the following link, which details how you can complain.

Can someone help me complain?

Yes - You can get help from the Independent Advice and Support Service. This service provides free, confidential, impartial and independent advice to enable users of NHS Western Isles services and its population to deal with a wide range of issues, including queries, concerns or complaints about NHS services. Where issues are impacting on health, appropriate advice relating to benefits, housing, money advice, employment etc. will be provided. The nature of the assistance provided will depend on a client's needs and ranges from the provision of information to negotiating on behalf of clients. More information is available at www.cas.org.uk

For direct access to IASS call 0845 2311010 - a direct telephone line operated by Citizens Advice Direct.
Citizens Advice Direct will try to deal with the issues directly or arrange an appointment for the patient at a local Citizens Advice Bureau if required. To search for details of your nearest CAB, including those that can give advice by e-mail, click on nearest CAB (http://www.cas.org.uk/WebOfficeFinder.aspx).