Complaints - FOI Response Register

1. To ask the health board how many complaints have been made to the health board by patients or their family members or on their behalf (eg – by an elected representative) during the last five years, broken down per year.

Please see the annual reports on our website at: https://www.nhsshetland.scot/board/feedback-complaints-annual-reports

2. To ask the health board, of the above, how many complaints have been made to the health board during the last five years which were escalated to stage two, broken down per year?

Included in the annual reports.

3. To ask the health board, of the above, how many complaints received met the stage one target of a response being sent to the complainant within five working days during the last five years, broken down per year.

Included in the annual reports.

4. To ask the health board how many complaints which were escalated to stage two met the target of a response being sent to the complainant within 20 working days during the last five years, broken down per year.

Included in the annual reports.

5. To ask the health board the a) average waiting time and b) longest waiting time for a stage one complaint to be dealt with during the last year.

In 2022/23 the average waiting time for a stage 1 response was 5.6 days.

The longest waiting time was 30 working days.

6. To ask the health board the a) average waiting time and b) longest waiting time for a stage two complaint to be dealt with during the last year.

In 2022/23 the average waiting time for a stage 2 response was 35.1 days.

The longest waiting time was 76 working days.