- FoI Number
- 2022-835
- Subject
- NHS Complaints
- Date Received
- 31/03/2023
- Request and Response
-
1. How many complaints have been lodged regarding any aspect of care a patient received in NHS hospitals in this health board in each year since 2018? Please also provide this for the current year to date.
Shetland has one hospital – the Gilbert Bain. Please note the numbers below relate only to complaints received about care in the Gilbert Bain Hospital (and do not include the full number of complaints handled by the Board in any given year, which cover complaints about primary care, dental services, patient travel, community mental health etc).
Year
Stage 1
Stage 2
Total
2018/19
13
14
27
2019/20
12
11
23
2020/21
7
12
19
2021/22
14
20
34
2022/23
13
18
31
2. In relation to question 1, how many of these complaints were escalated to stage 2? Please provide this data for each year since 2018, including the current year to date.
The breakdown of Stage 1 and Stage 2 complaints is provided in question 1. Some complaints are identified as complex and requiring a thorough written investigation and response as soon as they are received and are therefore immediately handled as Stage 2 complaints. A small number of Stage 1 complaints were escalated to Stage 2 by the complainants. These are as follows:
Year
Stage 2 escalated
Stage 2 from the point of receipt
Total
2018/19
-
14
14
2019/20
-
11
11
2020/21
1
11
12
2021/22
2
18
20
2022/23
-
18
18
3. In relation to question 1 how many of these complaints were escalated to the Scottish Public Services Ombudsman? Please provide this data for each year since 2018, including the current year to date. Please provide this data for each year since 2018, including the current year to date.
These are the escalations the Board is aware of. There can sometimes be a delay understanding someone has escalated their complaint to the SPSO.
Year
Escalated to SPSO
2018/19
2
2019/20
-
2020/21
-
2021/22
2
2022/23
-
4. In relation to question 1, how many of these cases went to judicial review?
No complaints went to judicial review.
5. In relation to questions 1-4 what was the longest period of time before a complaint was resolved or escalated?
104 days for a Stage 2 complaint.
6. In relation to questions 1-4, what was the average period of time before a complaint was resolved or escalated?
Year
Stage 1 average response time (days)
Stage 2 average response time (days)
2018/19
4
32
2019/20
2
56
2020/21
5
31
2021/22
8
29
2022/23
5
33
