As the COVID-19 pandemic has not yet passed, staff resources within the NHS continue to focus toward direct patient care. Both patient safety and staff safety remain our priority as our staff continue to meet the demands of the pandemic. This means there may be a delay in our ability to respond to you within the timescales set out in our complaints process. We are grateful for your patience and understanding during these challenging times.
We fully recognise that when concerns about patient care are formally raised through the complaints process you may be upset and distressed and understandably emotions can run high. Whether you are raising concerns about your own care or care of a loved one, the Complaints Department staff are here to help you and will do so in a dignified and respectful way and it is expected the same courtesy is shown to them.
For information and advice about COVID-19, visit our dedicated section on Coronavirus.
We aim to provide the highest quality services possible. We aim to do this by delivery of safe, effective and person-centred care. The vast majority of our patients have a good experience. We do not underestimate the emotional, and sometimes physical, impact on people who have a less positive experience.
The views of people who use our services help us to make continuous improvements. Our complaints process is a key component of this.
This page is to give you guidance on how to make a complaint if you wish to do so.
Health and Social Care Partnership (HSCP)
Patient Advice and Support Service
Please speak to the person or team responsible if you are not happy with your treatment, or the treatment of someone you care about. This would be for example the nurse in charge of a ward, or the practice manager at a GP surgery.
If your complaint is about hospital services and you are not satisfied with the outcome, you can contact us.
If you wish to complain about your GP Practice but are finding this difficult, we can help (See ‘Complaints about Family Health Services’ below). If you need help you can contact us using the details below, by emailing [email protected], or by post. We will treat your complaint as formal in line with our Complaints Policy and Procedure.
We usually ask you to put your complaint in writing so that the terms of the complaint are clear. We can help you to do this if you need help. We can give you advice about where to get independent help in making your complaint. Return to top
For complaints about all acute hospital services across Glasgow and Clyde, you can:
Write to us at:
Complaints Department
North East Sector Offices,
Stobhill Hospital
300 Balgrayhill Road
Glasgow
G21 3UR
Phone us:
0141 201 4500
Email us: [email protected]
For complaints about the NHS Board’s functions, you can...
Write to us at:
Complaints Department
North East Sector Offices,
Stobhill Hospital
300 Balgrayhill Road
Glasgow
G21 3UR
For complaint about a service managed by a Health and Social Care Partnership (HSCP), not hospitals please contact:
Complaints Department
Kirkintilloch Health & Care Centre
10 Saramago Street
Kirkintilloch
G66 3BF
Phone: 0141 232 8237
Email: [email protected]
Deborah Gray
Complaints Administrator
Eastwood Health & Care Centre
Drumby Centre
Clarkston
G76 7HN
Phone: 0141 451 0505
Email: [email protected]
Glasgow City HSCP
Commonwealth House
32 Albion Street
Glasgow
G1 1LH
Phone: 0141 287 0130
Email: [email protected]
Inverclyde HSCP Quality and Complaints Officer
Hector McNeil House
7 - 8 Clyde Square
Greenock
PA15 1NB
Phone: 01475 715280
Email: [email protected]
Renfrewshire HSCP
Renfrewshire House
Cotton Street
Paisley
PA1 1AL
Phone us: 0141 618 7659
West Dunbartonshire Health & Social Care Partnership HQ,
Council Offices,
Garshake Road,
Dumbarton,
G82 3PU
Phones: 01389 776833
Email: [email protected]
For complaints about prison healthcare at Barlinnie, Greenock and Low Moss prisons contact:
Prison Healthcare Services
Glasgow City Health and Social Care Partnership
1st Floor
Clutha House
120 Cornwall Street South
Glasgow
G41 1AF
To complain about a
please contact them direct.
If you are not comfortable doing this, we can help you find the best way to complain. We may be able to act as an intermediary to resolve any differences before you proceed with a formal complaint. We could help you agree with the practice how your complaint will be dealt with. Please note that we cannot complain on your behalf or respond to your complaint on behalf of the Family Health Services. That is a matter between you and the G.P or dental practice, optician or pharmacy. For help with this or for further advice on how to complain about these services, contact:
Business Administration Manager
Family Health Service Complaints
Glasgow City HSCP Headquarters
Commonwealth House
32 Albion Street
Glasgow
G1 1LH
Phone: 0141 287 0130
Email: [email protected]
The NHS in Scotland has in place arrangements to provide a Patient Advice and Support Service (PASS) for all NHS users. The service is free, confidential, independent of NHSGGC, and fully impartial.
Helpline tel no: 0800 917 2127
For more information about this service and to find your local bureau, including contact details, please visit the PASS website: www.patientadvicescotland.org.uk
Copyright 2021 NHSGGC
