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Complaints Standards Authority Update January 2018

Wednesday, January 24, 2018

Stakeholder engagement

With the start of the new year we have been looking ahead and planning for external engagement events for the last quarter of 2017-18. We will be holding a workshop at four regional events (Supporting Feedback and Complaints and Duty of Candour incidents across Health and Social Care) coordinated by NHS Education for Scotland.  We will also present at the Patient Advice and Support Service/NHS Complaints Personnel Association Scotland events in Dundee and Glasgow.

We will continue to work with the local government benchmarking sub-group on areas such as gathering complaints performance data from network members on a quarterly basis, the collection of 2017/18 data and performance indicator 7 (customer satisfaction with the complaints service). Our work with the housing network to develop good practice guidance for the social housing sector in Scotland will also continue through this quarter.


The Independent National Whistleblowing Officer

The Health Secretary recently announced that legislation will be introduced to Parliament later this year to bring the functions of the new Independent National Whistleblowing Officer (INWO) to the Scottish Public Services Ombudsman.

The INWO are looking to develop Standards to ensure the procedure for investigating whistleblowing disclosures are standardised, consistent, properly applied and result in fair outcomes, while also providing the necessary safeguarding of patients, and those raising the complaints. 

We are now working with partners from the health sector, the Scottish Government and other stakeholders to develop the new Standards. A Steering Group will oversee the development process, and a Working Group has been introduced to develop key products.  Both groups have met for the first time, and we have seen significant enthusiasm for these developments.

CHP compliance checks


We continue to liaise with the last few NHS board to confirm full compliance.

Health and Social Care

We are pleased to be able to announce that all Social Work CHPs have now been signed off as fully compliant with the Social Work Modeal CHP, including their customer facing and web based information. We are continuing to work with a few remaining IJBs on their CHPs.


Social Work – this group will meet again in February 2018 in Glasgow.

Colleges – this group will meet again in March 2018 in Stirling.

Housing – the date of the next housing network is still to be finalised.

Local Authority – this group will meet in February 2018 in Edinburgh.

Universities – this group will meet in April 2018.

Updated: January 24, 2018