Our Complaints Handling Procedure reflects a commitment to valuing complaints and feedback from staff, people who use our services, and the wider public. Our customer-facing guide provides information on how we handle complaints.
The procedure aims to help us ‘get it right first time’. We want quick, simple and streamlined complaints handling with local and early resolution. It has the person making the complaint, their families and carers, at the heart of the process.
We will address complaints effectively, resolve them as early as we can, and learn from them so that we can improve services for everyone.
Falkirk Integration Joint Board’s definition of a complaint is: “An expression of dissatisfaction by one or more members of the public about the Integration Joint Board’s action, lack of action, or about the standard of service the Board has provided in fulfilling its statutory responsibilities.”
Issues that are not covered by this definition are likely to be covered by Complaints Handling Procedures relating to services delivered by Falkirk Council or NHS Forth Valley.
| Falkirk Integration Joint Board Complaints Handling Procedure (Updated 2020) |
| Falkirk Integration Joint Board How-to guide on making a complaint |
Making a complaint
If you would like to raise a complaint relating to the Integration Joint Board’s policies; decisions; or an administrative process which is followed by the Board making a decision, please get in touch via the details below. To learn more about the IJB complaints handling process, please read the How to guide on making a complaint.Patient Relations
Forth Valley Royal Hospital
Stirling Road
Larbert
FK5 4WR
Phone: 01324 566660
Email: fv.complaints@nhs.scot
If your issue relates to an NHS service, 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.
Complaints about Social Work Adult Services
If you would like to raise a complaint relating to Social Work Adult Services, delivered by Falkirk Council, you can find out how to do so by visiting falkirk.gov.uk/contact-us/complaints
There is no longer a separate complaints procedure for Social Work Adult Services, these are dealt with in line with the whole-Council procedure.