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PATIENT RIGHTS

Sometimes you may wish to complain about NHS treatment, or learn more about your rights with NHS treatment.

Your patient rights

You have a number of rights under treatment with the NHS. These fall under the broad categories of:

  • access;

  • communication and participation;

  • confidentiality;

  • respect;

  • safety;

  • feedback and complaints;

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Further details of your rights are available on NHS Scotland’s website here.

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Note that while, for instance, you have the right to access services appropriate to your needs, this does not automatically mean you have the right to a referral because you think you may need it. If you are worried that a doctor is not helping you access treatment you may need, you have the right to ask for a second opinion and the doctor must explain to you why certain decisions have been made.

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If you’re confused about your rights and responsibilities regarding NHS care at any point in time, you can speak to the Patient Advice & Support Service who are able to provide advice about your rights and the options available to you. More details here.

Making complaints about NHS treatment

If you want to complain about an NHS service like GP or Hospital treatment, then you should complain directly to that service provider first. For example, if you wanted to complain about a doctor at your GP practice, you should first take the complaint to that practice. 

  • details of the complaints procedure for Pipeland is here;

  • details of the complaints procedure for Blackfriars is here;

  • details of the complaints procedure for hospitals in Fife are here;

  • details of the complaints procedure for Tayside hospitals are here;

  • details of the complaints procedure for the Scottish Ambulance Service is here;

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If you don’t want to complain to the service provider, or you feel that your complaint has not been resolved properly, then you should complain to the local health board for that service.

  • details of the complaints procedure for NHS Fife is here;

  • details of the complaints procedure for NHS Tayside is here;

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You can agree to let somebody else (like a friend or family member) deal with the complaint on your behalf if you would prefer.

 

If you would like, you can also complain via the Patient Advice & Support Service - operated by Citizens Advice Scotland. They can also advise you on your rights and support you in accessing the care you need. Details of how to contact PASS is here.

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If you’re unhappy with how the NHS deals with your complaint, then you can refer them to the Scottish Public Services Ombudsman - details here.

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