We are pleased to publish our 2015-16 annual report today.
We made a record number of recommendations to remedy individual injustices, prevent repeat failings and bring about improvements in public services. Two thirds of these were about the NHS and a fifth about local authorities. We secured initial funding for a new learning and improvement unit to further support public authorities in using complaints to bring about long-lasting service improvement.
In our role of improving public sector complaints handling, our main achievement was in leading the development of a model complaints handling procedure for the NHS in Scotland, which will be implemented in 2017. Our aim is to ensure that people are at the heart of the services they receive, whether from one public authority or several different agencies. In our policy work we have underscored the need for easily accessible and joined-up complaints processes, especially where vulnerable people are concerned.
Another key achievement in 2015-16 was the setting up of our new function as independent reviewer of the Scottish Welfare Fund.
Updated: October 27, 2016