Complaint against CraFT

Glenn Faulkner made this Freedom of Information request to Lothian NHS Board

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Lothian NHS Board,

As I cannot find the information elsewhere I would be grateful if you would describe the procedure, giving contacts ETC, for making a complaint against the Customer Relations and Feedback Team (CRaFT) of NHS Lothian.

Please note my request concerns making a complaint about CRaFT not too this department.

Yours faithfully,

Glenn Faulkner

Mutch, Richard, Lothian NHS Board

Your requests will be dealt with under the terms of the Freedom of Information (Scotland) Act 2002, which requires that we respond to you within 20 working days.

NHS Lothian's policy on Freedom of Information requires all requests to be collated and responded to from the offices of Lothian NHS Board at Waverley Gate, 2-4 Waterloo Place, Edinburgh EH1 3EG.

We will therefore be required to send you a formal response to your request by 14 July 2015.

In the meantime if you have any queries about the way in which your request will be handled please contact me at the address below.

Richard Mutch

Lothian NHS Board

Waverley Gate

2-4 Waterloo Place



email:[email address]

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Glenn Faulkner left an annotation ()

I do not consider issuing my complaint to the department the complaint concerns to be a satisfactory result.

Dear Mutch, Richard,

The response to my request has been delayed. By law, the authority should normally have responded promptly and by 15 July 2015.

Yours sincerely,

Glenn Faulkner

Mutch, Richard, Lothian NHS Board

1 Attachment

Response enclosed.

Can you confirm if you still require a Review in relation to the delay in responding?

0131 465 5687

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Dear Mutch, Richard,

I may well have been informed that I could address any complaint to the Chair or Chief Executive of NHS Lothian but not that "the current process is under review" as I would have pointed out that that statement is pretty meaningless. I was also informed that I could actually address my complaint concerning CRaFT to CRaFT but I assumed that that Heather Macpherson of CRaFT was either drunk or joking or both. As how on earth can a department who's investigative abilities are nothing more than handing over any complaint to the department to whom the complaint is about. I certainly could not trust them to investigate themselves.

But it matters not who informed me as that does not make your obligation to answer a Freedom of Information request any less. So thank you for confirming that I may address any complaint to Chief Executive of NHS Lothian rather than CRaFT itself. A review will no longer be required in this instance.

Yours sincerely,

Glenn Faulkner