Comments and suggestions

We welcome your feedback about our services, so please let us know what you think.

Our aim is to put your needs first. Please help us improve by taking a minute to give us your feedback. Whatever your experience – whether it was great, as you expected, or left room for improvement, we want to hear from you.

Tell us about anything that is important to you

For example:

• If you're in hospital or have been recently, you may want to tell us what you think. about the care and treatment you received, or about the food or the ward.
• You may want to tell us about something we've done well.
• You may be concerned that you don't have enough information about the care and treatment offered or about visiting hours, or car parking.

How can I give my feedback?

You can give your feedback by:

• talking to a member of staff involved in your care;
• filling in a comment card or patient survey;
• telling the Patient Advice & Support Service (PASS) click here ; or
• contacting your NHS Board

What happens to my feedback?

We will use your feedback to improve the services we provide.

If you would like to write to us with comments or suggestions please contact:

Communications Manager
Western Isles Health Board
37 South Beach
Stornoway
Isles of Lewis
HS1 2BB

Your comments will be passed on to the appropriate staff members, and any suggestions will be dealt with accordingly.

Complaints

• NHS Western Isles Complaints and Feedback annual report 2018/2019

Our aim is that you receive the best possible care from us and have a positive experience. However, if you have been unhappy with any aspects of your care, you can raise any issues with us.

If you wish to informally raise an immediate concern, please bring your concern to the attention of Senior Charge Nurse/Doctor or Head of Department. This allows issues which can be dealt with in a ward or department to be addressed immediately.

• NHS Western Isles Customer Facing Complaints Handling Procedure.
• NHS Western Isles Feedback and Complaints Booklet

If you wish to formally complain, please contact:

Complaints Handling Department
NHS Western Isles
Health Board Offices
37 South Beach
Stornoway
Isle of Lewis
HS1 2BB

e. wi.nhswicomplaints@nhs.scot
p. 01851 708000 x. 3157

What can I complain about?

Things you can complain about include:

• care or treatment you have had or are having in the NHS;
• anything to do with the place where you are seen;
• any member of NHS staff involved in your care; or
• how NHS services in your local area are organised, if this has affected your care or treatment.
• If your complaint involves another part of the NHS or another organisation, we will deal with the complaint or pass it on to someone in the other organisation. You will be told who is dealing with your complaint.

What can't I complain about?

There are some things you can't complain about through the NHS complaints procedure, and these include:

• private health care or treatment;
• services not provided or funded by the NHS, and
• something which you are taking legal action about.

The NHS complaints procedure doesn't usually provide financial compensation. If you wish to complain, you can obtain a guidance leaflet from NHS Inform. This is available from ward staff or by clicking here.

NHS Board Complaint Mechanisms

Patient Advice and Support Service

The Patient Advice and Support Service (PASS) is part of the Scottish Citizens Advice Bureau (CAB) Service. PASS is an independent service which provides free, accessible and confidential information, advice and support to patients, their carers and families about NHS healthcare.

The Patient Advice and Support Service can:

• provide you with information, advice and support if you want to give feedback or comments, or raise concerns or complaints, about healthcare provided by NHS Scotland
• explain the NHS complaints procedure and provide the information and advice necessary to enable you to make a complaint.
• provide practical assistance in the preparation of letters, making phone calls and supporting you in preparing for and attending meetings
• help you understand your rights and responsibilities as a patient
• assist you to access medical records, and provide practical help with obtaining clinical records and understanding these
• work with the National Health Service (NHS) in Scotland to improve healthcare provision – work that can be done because of the feedback you provide.

There is more information about the Patient Advice and Support Service at www.patientadvicescotland.org.uk

We hope you have found the information above useful. If you have any comments or suggestions, please use our Feedback Form.