Lothian NHS Board

Waverley Gate 2-4 Waterloo Place Edinburgh EH1 3EG Telephone 0131 536 9000 Fax 0131 536 9088
www.nhslothian.scot.nhs.uk

Michael Traill michael@michaeltraill.co.uk

Date Your Ref Our Ref Enquiries to Extension Direct Line Email

12/07/11

Richard Mutch 35687 0131 465 5687 richard.mutch@nhslothian.scot.nhs.uk

Dear Mr Trail FREEDOM OF INFORMATION COMPLAINTS I write in response to your request of 10 June 2011 for information in relation to complaints received by NHS Lothian in 2011. I am sorry that your original request was not followed up and can advise that we are working to ensure that this will not happen again. I have been provided with information to help answer your request by Ms Jane Muirhead, Complaints Manager NHS Lothian. Please provide the number of complaints received in each complete month so far in 2011. 2011 Jan Feb March April May June Total Formal complaint 63 68 100 79 81 93 484 It should be noted that NHS Lothian treats approximately 1.1 million patients per year. All complaints received by NHS Lothian are taken seriously and responded to appropriately. I hope this information answer your request. If you are unhappy with our response to your request, you do have the right to request us to review it. Your request should be made within 40 working days of receipt of this letter, and we will reply within 20 working days of receipt. If our decision is unchanged following a review and you remain dissatisfied with this, you then have the right to make a formal complaint to the Scottish Information Commissioner. If you require a review of our decision to be carried out, please write to FOI Reviewer at the address at the foot of this letter. The review will be undertaken by one of our two Reviewer not involved in the original decision making process. Yours sincerely

ALAN BOYTER Director of Human Resources and Organisational Development Cc: Chief Executive

Headquarters Waverley Gate, 2-4 Waterloo Place, Edinburgh EH1 3EG Chair Dr Charles J Winstanley Chief Executive Professor James J Barbour O.B.E.

Lothian NHS Board is the common name of Lothian Health Board