Patient Advice and Support Service
If you would like to speak to someone for independent advice about your rights and responsibilities when using NHS services, including help to make a complaint, please contact your local Patient Advice and Support Service which is available through your local Citizens Advice Scotland bureau (CAS). To find your local CAS office go to www.cas.org.uk/bureaux and enter your postcode.
If you want someone to help you express your views, you can ask for an advocate. An advocate is independent of the NHS and can help make sure your views are heard and get access to the information you need to make your own decisions. The Feedback and Complaints Officer at the practice or the NHS Fife Primary Care Complaints Officer can tell you more about advocacy services available.
Mediation (also known as Alternative Dispute Resolution)
Mediation means bringing people together to resolve a complaint.
An independent mediator will try to help you and us to agree what should happen if we cannot settle the complaint ourselves.
Mediation can only be used if we both agree to it.
Information about mediation
The Feedback and Complaints Officer at the practice or NHS Lothian Primary Care Complaints Officer can tell you more about mediation services.