If You Have a Complaint
NHS Highland is committed to delivering high quality care for all patients. This includes making sure people are treated properly and promptly. However, sometimes people are dissatisfied with the service they have received and wish to make a complaint. When we receive a complaint we aim to provide a thorough response as quickly as possible.
It is always best to speak to someone there and then. Whenever possible you should tell someone close to the cause of your complaint. Ideally this should be the nurse in charge, the head of the department or practice manager. Very often they will be able to sort things out straight away.
If you wish to speak with someone outwith the department concerned, or for more information about making a complaint, then please contact:
Complaint Team
NHS Highland
John Dewar Building
Inverness Retail Park
Highlander Way
Inverness
IV2 7GE
Phone: 01463 705997
Email: nhshighland.complaints@nhs.net
If you need help to make a complaint a Complaints Officer will either help you or advise you how to get independent help if you would prefer that.
Complaints regarding GPs, Dentists, Chemists or Opticians:
If your complaint is about any of the above services you should complain directly to the practice or the individual concerned. However if you would prefer to talk to someone not involved in your care you can contact the Complaints Department as above.
Please also see the link to the Independent Advice and Support Service.
What Should I Include in my Complaint?
§ Your full contact details
§ Details about the event you are complaining about such as dates, location, service and staff involved
§ What you feel NHS Highland can do now to resolve your complaint
§ The patients details and their consent, if you are complaining on behalf of someone else
When should I submit a complaint?
Please try to make your complaint as soon as possible after the event as usually we will only investigate complaints that is made:
§ within 6 months of the event you want to complaint about; or
§ within 6 months of you realising you have a reason to complain (but no longer than 12 months after the event)
