Complaint received concerning NHS Lothian Complaints Department

Glenn Faulkner made this Freedom of Information request to Scottish Public Services Ombudsman

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 Scottish Public Services Ombudsman,

A) How many complaints regarding the Complaints Department of NHS Lothian now known as Customer Relations and Feedback Team were submitted to SPSO from
members of the public in the years 2009 2010 2011,2012, 2013.

B) How many of these complaints alleged poor handling of their complaint by the Complaints Department of NHS Lothian or Customer Relations and Feedback Team.

C) How many of the complaints concerned the time taken to respond in a timely manner to the complaint itself and any follow up questions put to the Complaints Department of NHS Lothian or Customer Relations and Feedback Team following their initial response?

D) How many complaints as requested in B) C) were upheld by
SPSO ?

E) How many were not?

F) In the case where complaints were upheld against the Complaints Department of NHS Lothian or Customer Relations and Feedback Team, what action was taken as a result.

Yours faithfully,

Glenn Faulkner

Scottish Public Services Ombudsman

This is an automated receipt from SPSO to let you know that we have
received your email. Please do not reply to this.

 

If you have emailed a new complaint, we will register it and acknowledge
it in writing within three working days. We provide you with a reference
number which should be used in any future correspondence with us.

 

If your email was not a new complaint, it will be forwarded to the
appropriate colleague who will reply to you in due course.

 

If we have been copied into this email, we will not respond or take action
on this matter.

 

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Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

Dear Scottish Public Services Ombudsman,

Following your automated response on the 24 July 2014 you have failed to carry out a statement contained within. Notably:

"If you have emailed a new complaint, we will register it and acknowledge it in writing within three working days. We provide you with a reference number which should be used in any future correspondence with us.

Yours faithfully,

Glenn Faulkner

Scottish Public Services Ombudsman

1 Attachment

Dear Mr Faulkner

Please find attached my letter of today's date.

Yours sincerely

Helen Littlemore
Data Protection and Freedom of Information Officer

Scottish Public Services Ombudsman
4 Melville Street Edinburgh EH3 7NS
tel 0800 377 7330 fax 0800 377 7331
web [1]http://www.spso.org.uk

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Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

References

Visible links
1. http://www.spso.org.uk/

Dear Scottish Public Services Ombudsman,

Thank you for your belated response. I note that you do not provide an explanation for the delay in acknowledging my Freedom of Information Request. I would be grateful if you would do so.

Yours faithfully,

Glenn Faulkner

Scottish Public Services Ombudsman

This is an automated receipt from SPSO to let you know that we have
received your email. Please do not reply to this.

 

If you have emailed a new complaint, we will register it and acknowledge
it in writing within three working days. We provide you with a reference
number which should be used in any future correspondence with us.

 

If your email was not a new complaint, it will be forwarded to the
appropriate colleague who will reply to you in due course.

 

If we have been copied into this email, we will not respond or take action
on this matter.

 

show quoted sections

 

show quoted sections

Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

Scottish Public Services Ombudsman

1 Attachment

Dear Mr Faulkner

Please find attached my letter of today's date.

Yours sincerely

Helen Littlemore
Data Protection and Freedom of Information Officer

Scottish Public Services Ombudsman
4 Melville Street Edinburgh EH3 7NS
tel 0800 377 7330 fax 0800 377 7331
web [1]http://www.spso.org.uk

show quoted sections

 

show quoted sections

Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

References

Visible links
1. http://www.spso.org.uk/

Scottish Public Services Ombudsman

3 Attachments

Dear Mr Faulkner

Please find attached my letter of today's date, with enclosures.

Yours sincerely

Helen Littlemore
Data Protection and Freedom of Information Officer

Scottish Public Services Ombudsman
4 Melville Street Edinburgh EH3 7NS
tel 0800 377 7330 fax 0800 377 7331
web [1]http://www.spso.org.uk

show quoted sections

 

show quoted sections

Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

References

Visible links
1. http://www.spso.org.uk/