6. Accountability
6.1 National Standards, etc.Recommendations Covered
Recommendation 19 - governance and complaints overseen by national service
Governance and complaints processes will be specific to the wheelchair service and linked to the national service's governance system.
Executive's response
There are defined procedures for handling complaints within the NHS in Scotland, which form part of the NHS clinical governance structure. Wheelchair and Seating Service managers are required to deal with all complaints made about their service. It is acknowledged that providing users and carers with clear guidance on their rights and the mechanics of the Complaints Procedure would help them to better understand and use the Procedure. Voluntary organisations such as Citizens Advice Scotland could have a role in providing this information as part of the general advice outlined in recommendation 10 on the mobility pathway.