NHS Forth Valley – Feedback & Complaints

Complaints Service Update

We are currently experience a backlog of complaints and as a result it may take us longer than usual to get back to you. Please be assured that all feedback is still being dealt with and we are working hard to reduce the current delays. Staff are focusing on the safety and wellbeing of our patients.

Stage 1 complaints (Early Resolution)

We aim to respond to Stage 1 complaints in 5 working days however it may take us up to 10 working days to respond. If we need longer than 5 working days, we will tell you the reasons for the delay, and when you can expect your response.

Stage 2 complaints (Investigation)

We aim to respond to Stage 2 complaints within 20 working days. Unfortunately, due to a backlog, it is on occasion taking us longer than this to respond to concerns. If we need longer than 20 working days to respond, we will tell you the reasons for the delay and update you on progress at least once every 20 working days.

We apologise for the inconvenience of delays and thank you for your understanding at this challenging time.

NHS Forth Valley gathers feedback and suggestions from patients and service users using a wide variety of methods.

These include weekly inpatient surveys which are carried out to find out the views of hospital patients on a wide range of issues, comment cards which are available in wards and clinics, email, letters and online feedback. Patient stories are also discussed at every Board meeting.

Find out more about our Complaints Handling Procedure

Frequently Asked Questions

Child and Adolescent Mental Health Services (CAMHS) Referral Criteria

Car Parking

We recognise that, on occasion, there are issues in accessing car parking and / or accessible parking spaces on the Forth Valley Royal Hospital site. This is something that we remain committed to addressing and work is underway to look at ways of improving access for patients and visitors.

Additional Temporary Beds

Health and social care services across Scotland are facing unprecedented demand across hospital, community and primary care services. To help improve capacity and enable us to transfer patients from our Emergency Department there may be occasions where we have to use additional temporary beds also known as contingency beds. These maybe be created by adding an additional bed to a four bedded bay area, by converting a ward treatment room into a bedroom or by creating additional bed spaces in a number of clinical areas across the hospital. We recognise that these beds may not have the same space or facilities as permanent bed areas (e.g. they may be smaller, have temporary privacy screens and manual call bells) but staff do everything possible to meet the needs of patients cared for in these temporary beds and we regularly seek feedback from patients on how we can improve their experience in these areas. However, if you or a family member has any concerns regarding your care and treatment please speak to the Senior Charge Nurse to allow us to try to address any issues before you are discharged.

Waiting Times

NHS Forth Valley has some of the lowest waiting times for outpatient, day treatment and planned surgery in the country however, we recognise that the waiting times for some services may be longer than we would like and do not currently meet the national treatment times targets. NHS Inform has information on the average waiting times for outpatient and inpatient treatment for all NHS Boards across Scotland which you may find helpful. If your waiting time if significantly long than the anticipated average please contact our Patient Relations Department to enable staff to look into this. Please also let our Health Records team know if you would be willing to accept a cancellation as this may enable them to offer you an appointment sooner.

If you feel that your clinical condition has changed or deteriorated please contact your GP Practice in the first instance for advice.

Care & Treatment Issues & Feedback

NHS Forth Valley aims to deliver high quality care at all times, however, we recognise that, on occasions, the care and treatment provided may fall below these high standards. If you have any issues while you are in hospital please speak to the Senior Charge Nurse for support and advice as we try to resolve any concerns in real time to help improve your experience for the remainder of your stay. If we are unable to resolve your concerns at the time, please see the details below in relation to sharing feedback or concerns.

Tell us what you think

We value your feedback and use it to inform future changes and improvements. Our staff also find feedback useful as it let’s them know when they are getting it right and when they could do better. You can use this form to provide feedback related to a positive experience, a complaint, general feedback or highlight any issues relating to our website. Details of how to contact our Patient Relations and Complaints team are also listed below.

This form is not for medical enquiries and is not monitored 24/7. In an Emergency call 999 for health advice and reassurance call NHS24 on 111.

You can provide feedback in a number of other ways:

Online

Use the online form above to provide feedback direct to us.

You can also provide general comments via our social media channels on Twitter / X, Facebook or Care Opinion – an independent website where you can share your experiences of local healthcare and health services.

In writing

Complete a comment card and give it to a member of staff or post it in a comment box.

Write to our Patient Relations Service at Forth Valley Royal Hospital, Stirling Road, Larbert FK5 4WR. If you are staying in one of our hospitals you may also be asked to take part in a one of regular inpatient surveys.

By phone

You can speak directly to a member of staff in a ward or clinic or contact our Patient Relations Department on 01324 566660.

Patient Relations and Complaints Service

We aim to provide a high standard of care and treatment, but recognise there are times we could do better and that sometimes things can go wrong. When this happens we want to hear about it so that we can learn from your experience, make improvements and take steps to help prevent similar issues from occurring in the future. If you have any comments, suggestions or wish to make a complaint please contact:

Patient Relations
Forth Valley Royal Hospital
Stirling Road
Larbert
FK5 4WR

Phone: 01324 566660
Email: fv.complaints@nhs.scot

You can also contact the Patient Advice and Support Service – an independent service which provides free, accessible and confidential information, advice and support to patients, their carers and families about NHS healthcare and can be accessed through your local Citizens Advice Bureau or by calling 0800 917 2127.

GP, Dental and Pharmacy Services

If your complaint relates to care or treatment provided by a GP Practice (doctor’s surgery), dentist, optician or pharmacy (chemist) you should raise your complaint with the local Practice Manager. If you are not comfortable dealing direct with the GP Practice or pharmacy please contact our Patient Relations Service on 01324 566660 as they can offer advice and support.

If you are unhappy with the response provided by NHS Forth Valley or your local GP Practice or pharmacy you can contact the Scottish Public Services Ombudsman online or by phone: 0800 377 7330 (freephone).

Health and Social Care Partnerships

For information on how to make a complaint about the Health & Social Care Partnerships please visit the appropriate area below.