Making a complaint about Renfrewshire Health and Social Care Partnership
A complaint is any expression of dissatisfaction about our action, lack of action or the standard of service provided by us or someone on behalf of us.
If something goes wrong or you are not happy with our services, please tell us.
Renfrewshire Health & Social Care Partnership is committed to effectively responding to and learning from the experiences of individuals, families and carers to ensure the delivery of safe and high quality services within Renfrewshire adult social care services and all community health services.
- services we provide
- services we do not provide
- who can make a complaint
- how to make a complaint
- when to complain
- what happens after you make a complaint
- get help with making a complaint
- our full complaints procedure
- contact information
At Renfrewshire Health & Social Care Partnership (HSCP), we deliver adult social care services and all community health services for adults and children in the Renfrewshire area.
You can complain to Renfrewshire HSCP about any of the services we provide:
Renfrewshire HSCP Services
Community Health Services
Adult Social Services
Community Mental Health
Renfrewshire Learning Disability Services (RLDS)
Inpatients - Dykebar hospital, Leverndale (ward 3B),
Royal Alexandra Hospital (wards 37, 38 & 39)
Care at Home
Paisley Area Team
West Renfrewshire Area Team
Care Homes/Home Care
Specialist Children's Services
Mental Health Officer
Children's and Adolescent Mental Health Service
Children and Families
Rehabilitation and Enablement Services
Speech and Language Therapy
Paediatrics Occupational Therapy
Paediatricts Disability / Panda Child Development Centre
School Nursing / Looked After Children
Intensive Home Treatment Team
You can also make a complaint regarding the function or decisions made by Renfrewshire Integration Joint Board.
If you wish to complain about a GP, dentist, pharmacist or optometrist please be aware that they are independent contractors. Please contact the practice manager directly to make a complaint.
Please also be aware that any complaints about services provided by Renfrewshire Council, such as Children's social work services, should be directed to Renfrewshire Council. Please see their website for further details.
If you wish to make a complaint about another part of NHS Greater Glasgow and Clyde, please see the following webpage for further guidance:
Anyone who receives or asks for a service from us, or is directly affected by one of our services, can make a complaint.
This includes a relative, friend, advocacy worker or advisor making a complaint on behalf of someone else. If you are making a complaint on someone else's behalf, you will need to provide their written consent.
If they do not have the capacity to consent, we will need a copy of your Power of Attorney.
It is easier for us to address complaints if you make them quickly and directly to the service concerned. Talk to a member of our staff at the service you are complaining about. They can then try to resolve the issue at the earliest opportunity - at Stage 1 of the process.
If you are not satisfied with the outcome of your complaint at Stage 1, or if you do not wish to pursue this option, we will investigate your complaint at Stage 2 of the process.
Please submit your complaint to:
Address: Complaints, Renfrewshire Health & Social Care Partnership, Renfrewshire House, Cotton Street, Paisley, PA1 1AL
Please include the following information:
• your full name and address
• your date or birth
• your email address
• your phone number
• the full name, address and date of birth of the person affected if you are complaining on behalf of somebody else
• which service you are complaining about
• as much as you can about the complaint
• what has gone wrong
• when did this happen
• where did this happen
• how you want us to resolve the matter
• please also advise if you have difficulty in corresponding via email and / or if you have any specific communication requirements.
Normally, you must make your complaint within six months of:
• the event you want to complain about; or
• finding out that you have a reason to complain, but no longer than 12 months after the event itself.
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel the time limit does not apply to your complaint, you'll need to tell us why.
We will always tell you who is dealing with your complaint. Our complaints procedure has two stages.
Stage 1 - Local/Frontline resolution
We aim to respond to complaints quickly where possible or when you first tell us about the issue. This could mean an on-the-spot apology and explanation if something has gone wrong, or an immediate action to resolve the problem.
Otherwise, we will give you our decision in five working days or less unless there are exceptional circumstances in which case we will respond within 10 days.
Stage 2 - Investigation
If we deal with your complaint as an investigation, we will:
· acknowledge receipt of your complaint within three working days
· confirm our understanding of the complaint and what outcomes you are looking for
· give you a full response as soon as possible, normally within 20 working days if we cannot resolve your complaint.
We will let you know if our investigation takes longer than 20 working days. We will tell you our revised time limits and keep you updated on the progress of your complaint.
We are committed to making our service easy to use for everyone. We will always make sure reasonable adjustments are made to help you to access and use our services.
If you are unable or reluctant to make a complaint yourself, you can get someone else to help you with your complaint. You will need to provide consent for them to act on your behalf.
The Scottish Independent Advocacy Alliance website has information about independent advocacy services. They can also help you put your complaint in writing or give you this information in another language or format, such as large font or Braille.
You can also get free, independent and confidential advice from Citizens Advice Scotland.
If you wish to make a complaint about an NHS service that we provide you can request assistance from the independent Patient Advice & Support Service (PASS). If you do require assistance, PASS can be contacted via your local Citizens Advice Bureau office or on 0800 917 2127. Their services are free of charge.
For more detailed information, please see our
Telephone: 0141 618 7659