The Act Part 6 – Health Care: Scrutiny and Improvement Section 10Z8 – Complaints about independent health care services
249.Subsection (1) requires HIS to establish suitable procedures for dealing with any complaints made to it about independent health care services by users, their relatives or advocates or staff. Under subsection (3), before establishing such procedures, HIS will be required to consult SPSO and such other persons or groups of persons it considers appropriate. Any procedures developed must be kept under review by HIS and after consultation HIS may vary the procedure when appropriate to do so. While local resolution of complaints by the provider will be the norm, subsection (2) makes clear there is no requirement for a user of a service to go through the provider’s own system before approaching HIS. HIS must also ensure that the established procedure is given the appropriate publicity.