Monday 19 October: Complaint form offline

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At present, we have no access to the case management system and we are currently unable to take new Public Service Complaints or provide updates on cases. We are planning on the basis that this could continue for a period of time including next week.

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Decision report 201003009

  • Case ref:
    201003009
  • Date:
    July 2011
  • Body:
    Lothian NHS Board
  • Sector:
    Health
  • Outcome:
    Some upheld, recommendations
  • Subject:
    Policy/administration

Summary
Mrs C was unhappy about the process used by the Board to when deciding to put a drop-in community mental health service out to tender. She complained that the consultation exercise was inadequate, a report was flawed and that there was inadequate consideration of the matter at the meeting that decided to re-tender for the service. Our investigation found that the consultation had been appropriately carried out and that users themselves were consulted. We did, however, find that the report contained an inaccuracy.

Recommendation
We recommend that Lothian NHS Board remind relevant staff to check the accuracy of reports prior to them being finalised.

Related reading

Updated: March 13, 2018