Member Concern July 2016 yes 12/07/16 A - 12/07/16 Classed as a of public about a GP GP trainer concern, not a given trainer complaint. status. Investigation not progressed as no response received to requests for further information. Staff Complaint July 2016 yes 13/07/16 A - 13/07/16 Upheld yes Customer service training (other (3) about the reception across the team; NHS) service individualised staff action R - 13/07/16 provided by plans e.g. de-escalation our reception training; weekly in ‘pride staff. meetings to performance’ share examples of good practice. Dental Complaint Aug 2016 no 08/08/16 A - 08/08/16 Not upheld n/a Amalgamation of trainee (4) about the dental correspondence; more withdrawal of recruitment detail given on R - 22/09/16 a trainee job correspondence; review of offer. guidance relating to dental trainer applications. Dental Complaint Oct 2016 yes 13/10/16 A - 14/10/16 Upheld yes Pay SQA for a trainee (5) about our dental replacement certificate. refusal to pay SQA R - 20/10/16 a SQA certificate fee. Staff Complaint Oct 2016 no 14/10/16 A - 14/10/16 Not upheld n/a Investigation undertaken (NES) (6) alleging HR OD internally. Matter deemed – staff out of to be personal. No R - 21/10/16 misconduct scope indication of fraud. Staff Complaint Directorate yes 12/09/16 A - 13/09/16 Upheld yes Double-check put in place (NES) (7) about an records when amending bank error in account details on payroll. R - 22/09/16 payment Options to be reviewed made to about contact via
Member of public Concern about a GP given trainer status. July 2016 GP trainer yes 12/07/16 A - 12/07/16 Classed as a concern, not a complaint. Investigation not progressed as no response received to requests for further information. Staff (other NHS) Complaint (3) about the service provided by our reception staff. July 2016 reception yes 13/07/16 A - 13/07/16 R - 13/07/16 Upheld yes Customer service training across the team; individualised staff action plans e.g. de-escalation training; weekly ‘pride in performance’ meetings to share examples of good practice. Dental trainee Complaint (4) about the withdrawal of a trainee job offer. Aug 2016 dental recruitment no 08/08/16 A - 08/08/16 R - 22/09/16 Not upheld n/a Amalgamation of correspondence; more detail given on correspondence; review of guidance relating to dental trainer applications. Dental trainee Complaint (5) about our refusal to pay a SQA certificate fee. Oct 2016 dental SQA yes 13/10/16 A - 14/10/16 R - 20/10/16 Upheld yes Pay SQA for a replacement certificate. Staff (NES) Complaint (6) alleging staff misconduct Oct 2016 HR OD – out of scope no 14/10/16 A - 14/10/16 R - 21/10/16 Not upheld n/a Investigation undertaken internally. Matter deemed to be personal. No indication of fraud. Staff (NES) Complaint (7) about an error in payment made to Directorate records yes 12/09/16 A - 13/09/16 R - 22/09/16 Upheld yes Double-check put in place when amending bank account details on payroll. Options to be reviewed about contact via
Feedback%20Concerns%20Complaints%20Annual%20Report%202016-17_Framework%20-%20Accessible%20Word%20version.docx