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 201505394

  • Case ref:
    201505394
  • Date:
    September 2016
  • Body:
    Greater Glasgow and Clyde NHS Board
  • Sector:
    Health
  • Outcome:
    Not duly made or withdrawn, no recommendations
  • Subject:
    communication / staff attitude / dignity / confidentiality

Summary

Mr C complained about the interactions with him by a therapist at the board. However, we were unable to investigate these because the information about those interactions was contained in the medical records of the patient, who was Mr C's son. The age of Mr C's son meant that he (his son) needed to give us consent to obtain his medical records; however, we were unable to obtain his son's consent. That meant we had no prospect of establishing the facts about Mr C's complaint or reaching a conclusion on it, and in the circumstances we had to close the complaint without investigation.

Related reading

Updated: March 13, 2018