NSS Annual Feedback and Complaints Report 2024-2025
Published on 26 September 2025
This report summarises the service user feedback and complaints recorded by NHS National Services Scotland (NSS) from 01 April 2024 to 31 March 2025
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The annual feedback and complaints report for 2024/25 provides information on our performance against the NHS Model Complaints Handling Procedure.
NSS continues to work in partnership with the Community Engagement team at Healthcare Improvement Scotland (HIS) to review and improve feedback methods. As a National Board, our approach differs from Territorial Boards.
We use feedback, comments, and complaints to improve services. Our three main insight sources are:
- Directorate and service user surveys
- Compliments
- Complaints data.
These insights inform NSS’s Service Excellence reporting to the Executive Management Team.
We follow best practice approaches, including the Planning with People guidance, the Scottish Approach to Change, the NHSScotland Quality Management System Framework and the NHS Model Complaints Handling Procedure.