Thursday 22 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to provide updates on existing cases.

We are planning on the basis that this could continue for a period of time including for the remainder of this week.

If you would like to check if your complaint is ready for the SPSO or enquire about making a new complaint, please complete our Complaint Checker.  

Please be assured we are doing all we can and will provide updates on our website. 

For an all service update: Service update | SPSO

Decision Report 201508083

  • Case ref:
    201508083
  • Date:
    December 2016
  • Body:
    Lothian NHS Board
  • Sector:
    Health
  • Outcome:
    Upheld, recommendations
  • Subject:
    policy / administration

Summary

Mr C complained that the prison health centre unreasonably opened mail that was addressed to him.

The board were unable to identify who opened Mr C's mail, but they acknowledged that it appeared to have arrived at the health centre unopened. They accepted that the item should not have been opened by staff and that an apology should have been issued to Mr C as soon as it was identified that it had been opened in error. We therefore upheld Mr C's complaint.

Recommendations

We recommended that the board:

  • issue appropriate staff guidance on the handling of prisoner mail by healthcare staff.

Related reading

Updated: March 13, 2018