MODEL COMPLAINTS HANDLING PROCEDURE
Development of the revised Scottish NHS model complaints handling procedure (CHP) continues to progress to plan.  The Scottish Public Services Ombudsman (SPSO) is working with NHS Education for Scotland (NES) and other key stakeholders to deliver NHS complaints workshops to provide updates on the work to date, together with a description of the revised model CHP and how it will work in practice.  The intention remains for the NHS model CHP to be published during 2016 with implementation by NHS Scotland being introduced from April 2017.

http://www.spso.org.uk/news-and-media/model-complaints-handling-guidance-published

INTEGRATION OF HEALTH AND SOCIAL CARE COMPLAINTS
The Scottish Government are currently working to develop guidance on complaints for Health and Social Care Partnerships to help ensure an integrated approach to handling complaints and annual performance reporting. This will largely follow the SPSO model CHP, although including reference to the existing statutory social work and NHS complaints arrangements.  The Government aim is for this guidance to be published in spring 2016.

GENERAL MEDICAL COUNCIL - HELPING DOCTORS GET FEEDBACK FROM PATIENTS
Reflecting on patient feedback is an important part of a doctor's appraisal and revalidation, but we know that collecting feedback can sometimes be challenging.  In partnership with doctors and patients, the General Medical Council (GMC) have developed a set of case studies and a leaflet for patients to better support doctors with collecting feedback. Health Boards are being encouraged  to ask their Doctors to use these resources.
Making it work - real examples -
For some doctors, collecting feedback can be challenging - for example, when patients are distressed or where contact with patients is limited.
The six real case studies featured are from doctors in roles and specialties where this can be most challenging: multiple roles, locum posts, mental health, anesthetics, palliative care and neonatology. The examples also illustrate broader principles - such as the most appropriate time to ask for feedback - so doctors in a range of roles may find them useful.

Encouraging useful feedback - new patient leaflet
The GMC has created a new leaflet for patients (pdf), also available in Welsh, easy read and large print, that sets out the feedback process and how patients' feedback can have a positive impact on care. The leaflet is short and easy for doctors and employers to print.
The GMC hopes this will result in more useful feedback and in turn, better quality information for doctors to reflect on and identify improvements.

Information available at:-
 http://www.gmc-uk.org/doctors/revalidation/colleague_patient_feedback.asp