Golden Jubilee National Hospital

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We try to give you the best possible care and treatment.  We value comments, good or bad, to help us to improve our service.  If you are not happy about anything, please let us know.

This section will answer the following questions:

• Who can complain
• Who do I speak to
• How do I complain
• What happens next
• Who can help me with my complaint
• What if I'm not happy with the way my complaint has been handled.

You can complain if you have had, or are having, care or treatment at the Golden Jubilee National Hospital. If you are unable to complain yourself then someone else, perhaps a relative or friend, can complain for you, but only with your permission. 

It is important that you make a complaint as soon as possible.

If you can, talk to a member of staff involved in your care.  In many cases, it is possible to sort out the problem straight away.
If you are not able to speak to staff involved in your care, you can ask to speak to a senior member of staff or the Complaints Officer.
You can complain in person or by phone, email or letter.

When complaining you should include:

• your full name and address ( and the patient's name and address if you are complaining for them)
• as much helpful information as possible about what happened, where and when.

We will write to you within three working days of getting your complaint, to:

• tell you what action we will take to look into your complaint
• offer you a chance to talk to a staff member about your complaint
• give you information about independent advice and support.

To investigate your complaint we may have to talk to staff involved in your care or show them your health records. If you don’t want us to share information from your health records, you should tell us when you make your complaint.

We will respond to you within 20 working days of receiving your complaint. If we are unable to respond within this timeframe, we will write to you to advise you of the delay.

We will make a record of your details and complaint and use it to help us improve our services.

If you would like to speak to someone for advice or help in making a complaint, you can contact your local independent advice and support service.

Or if you find it difficult to make a complaint yourself and want someone to speak for you, you can ask for an independent advocate. We can arrange this for you or give you details of our local service.

If you are not happy about the way we are dealing with your complaint, for example, if you think it is taking too long, you can contact the Scottish Public Services Ombudsman (SPSO).

If we have fully investigated your complaint and you are still not happy, you can ask the Ombudsman to further consider your complaint.

> View our Complaints Policy and Procedure.

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