Overview
Mr C, who is a prisoner, complained that the prison health centre was restricting his access to the NHS complaints procedure.
Specific complaint and conclusion
The complaint which has been investigated is that Mr C has been unreasonably denied access to the NHS complaints procedure (upheld).
Redress and recommendations
The Ombudsman recommends that Ayrshire and Arran NHS Board:
- (i) review the local process in place for the management of prison healthcare complaints to ensure that the handling of such complaints is brought into line with the good practice outlined in the Scottish Government Guidance 'Can I help you?';
- (ii) take steps to ensure that NHS complaint forms are readily available for prisoners to access; and
- (iii) provide prisoners with a reference number upon receipt of their feedback, comments and concerns or complaint.