SPSO Complaints Improvement Conference
Tuesday 25 February 2020, Tynecastle Park
Our next complaints improvement conference is now available to book! The conference will focus on the recent review of the model Complaints Handling Procedure and best practice in complaint handling – especially learning from complaints. There will be a mixture of presentations and workshops around the following themes:
Are you interesting in joining a supportive, values driven organisation where your work has national impact on the safety of NHS services?
We are recruiting for a Complaints Reviewer to join our NHS whistleblowing team. The successful candidate will manage a caseload, analyse evidence, make clear and fair decisions, and write high quality reports in plain English.
Closing date: 5pm, 11 August 2026
Contract Type: Permanent, Full time (35 hours per week) 9am-5pm Monday-Friday
Location: Edinburgh
Salary scale: Band 4 (£46,272 – £62,710)
Benefits: 40.5 days of annual leave (including public holidays), Flexible working arrangements, Civil Service Pension Scheme arrangements, Life Assurance scheme, Employee Assistance Programme
Hybrid Working: Hybrid working is available subject to business requirements
This month, we published five investigations, we made nearly 700 decisions on complaints and our Assessment and Guidance team responded to 1,331 enquiries.
In one particular case, we upheld several complaints about the care provided to a patient (A) by NHS Greater Glasgow and Clyde and the Board's subsequent review following their death from complications related to a bowel perforation.
We appreciate that AI tools can be helpful to put your concerns into words, particularly, if writing is difficult.
However, please be aware, AI can sometimes:
This month we made, 612 decisions on complaints and published 12 investigations, ten of which were upheld.
Over the last three months, demand has increased significantly. We have made 220 decisions over the three month period – a 69% rise on the same time last year. April saw the biggest increase, when we responded to 108 enquiries and made 92 decisions, almost double the work recorded the previous year.
Since March, we have published 31 decisions of full investigations.
52% of our recently published investigations show evidence of poor complaints handling. These issues can have fundamental, negative impacts on complainants’ lives and wellbeing.
We recognise the importance of accessing appropriate support during times of crisis, stress, or difficulty. Below is a range of services available to support wellbeing, including family support, bereavement services, and both emergency and non-emergency wellbeing assistance. Whether you require urgent help or someone to speak with, support is available.
If you, or someone else’s life is at immediate risk, call 999.
