Tell us about your experience (Compliments, concerns and complaints)

As of 1 April 2017, the way NHS complaints are handled in Scotland has changed. This change places greater emphasis on Early Resolution of complaints, valuing the feedback we receive, accurately recording it and learning from the experience to drive improvements in care. This gives all staff, greater opportunity to demonstrate our values by listening to what patients are telling us, helping resolve their issues locally and showing a commitment to strive for continuous improvement. It is hoped that this approach will further ensure our services place patients at the very heart of the safe and effective care which we aim to provide.


  • EARLY RESOLUTION STAGE: A 5 day, frontline resolution stage
  • 20 DAY INVESTIGATION STAGE: This will apply to complaints that have not been resolved at The Early Resolution stage or identified as complex

NHS inform – Feedback and Complaints

The NHS Lothian Complaints Handling Procedure

NHS Lothian is committed to improving the services it provides for patients and their families. As part of this commitment, we are keen to hear from you about your experience of our services. If you would like to tell us about this, please use the links below:

We will respond to everyone who provides contact details. We cannot promise to do everything you suggest, but we will do what we can to improve your experience of our services.

The NHS Lothian Patient Experience Team is based at:

2 – 4 Waterloo Place

Telephone: 0131 536 3370





The Patient Advice and Support Service (PASS) is an independent service which provides free, accessible and confidential advice and support to patients and their carers and families about NHS healthcare. You can access this service from any Citizens Advice Bureau in Scotland. Visit or follow this link to find your local CAB. For more information on the Patient Advice and Support Service visit

Last Reviewed: 21/04/2017