Patient Experience and Feedback

If you would like to give feedback to NHS Lothian, you can do so by speaking directly to the staff or service involved. Feedback includes compliments, enquiries, comments, concerns and complaints.
Alternatively, you can contact the Patient Experience Team (PET). PET acts as a central point for receiving patient feedback and aims to improve the patient experience through the use of surveys and stories. You can contact PET at:
Patient Experience Team
NHS Lothian
2-4 Waterloo Place
T: 0131 536 3370 (open Mon-Fri, 09:00-16:00)
You can also send feedback directly to PET via our online feedback form, or if you prefer, download our feedback template and return it to PET or straight to the service area. These forms will help guide and structure your feedback so that you include relevant information. If you would like a printed version of the form, or indeed any other forms or booklets mentioned on our webpage, please contact PET who will send one to you.
We recommend you read our Frequently Asked Questions section before giving feedback as this covers important issues that might affect how your feedback is managed. You can also read our feedback and complaints booklet for further information. 
NHS Lothian is committed to providing quality care to patients and their families, and by giving feedback, you can help us understand what we are doing well and the areas that we need to improve on. Your feedback is therefore very valuable to us. In fact, it’s your right to give feedback:
‘You have the right to give feedback, make comments, or raise concerns or complaints about the health care you receive.’
(The Charter of Patient Rights and Responsibilities 2012)
As part of our commitment to improving our services, NHS Lothian has developed a set of values with the aim to benefit everyone that NHS Lothian serves. These values are:
  • Quality
  • Dignity and respect
  • Care and compassion
  • Openness, honesty and responsibility
  • Teamwork
Through staff behaviours and attitudes, we strive to bring these values into everyday reality to ultimately provide the best care and services possible. In order to ensure we are doing just that, we are keen to hear your feedback about your experience.

Last Reviewed: 31/01/2017