Customer Complaints & Whistleblowing – The Patient Rights (Scotland) Act 2011
NHSGGC requires Community Pharmacy Contractors and Dispensing Appliance Contractors (DACs) to report their customer complaints and whistleblowing information on a quarterly and annual basis.
Contractors should note that the provision of this information is a contractual requirement and the requested information must be submitted even where there is a nil return. Contractors should also note that if they have not responded by the time each survey closes, they will be considered in breach of their Terms of Service and the Board may consider appropriate action to take on an individual case by case basis.
Quarterly Reporting
On a quarterly basis, independent Contractors will be asked to submit their NHS complaints information via an online survey provided by Webropol. The information for those Contractors who are part of the ‘Central Sign-up’ service will be collected directly from their head office.
Annual Feedback Reporting
The annual survey asks for Complaints and Feedback from 1st April to 31st March each year and will be automatically linked to Quarter 4 survey.
Timetable 2024 – 2025
| Quarter | Period | Survey Opens | Survey Closes |
| Q1 | April 2025 – June 2025 | 07/07/2025 | 25/07/2025 |
| Q2 | July 2025 – September 2025 | 06/10/2025 | 31/10/2025 |
| Q3 | October 2025 – December 2025 | 05/01/2026 | 30/01/2026 |
| Q4 | January 2026 – March 2026 | 06/04/2026 | 24/04/2026 |
| Annual Survey | 1st April 2025 – 31st March 2026 | 06/04/2026 | 24/04/2026 |
Useful links
- Frequently Asked Questions
- Patient Rights (Scotland) Act 2011
- Patient Rights and Responsibilities Charter
- NHSGGC Complaints Policy and Procedure
- The Public Services Reform (The Scottish Public Services Ombudsman) (Healthcare Whistleblowing) Order 2020
- Implementation of the National Whistleblowing Standards by contractors
- Self-Assessment Form – only to be used when not completing online survey
Contact Details
Michelle Cooper
Tel: 0141 201 6041
Email: Michelle.cooper@ggc.scot.nhs.uk
Responsible Person: Michelle Cooper
Last Updated: 23/04/2025