A package of measures to improve patients' experience of the NHS became enshrined in law for the first time today as the Patient Rights (Scotland) Bill was passed.
A legal treatment time guarantee and a legal right to complain are among the package of measures passed by the Scottish Parliament.
Measures in the bill include:
• a 12-week treatment time guarantee
• provision for a patient advice and support service
• bringing in a legal right to complain
• a duty on Scottish Ministers to publish a Charter of Patient Rights and Responsibilities
Health Secretary Nicola Sturgeon said she was delighted parliament had recognised the need to improve patients' experience of using health services and ensuring that healthcare is patient-focused.
Ms Sturgeon said: "The passing of this bill today marks an important milestone in the history of the NHS. The measures contained in it will reassure everyone that if they have concerns about care or services, they are exercising their legal right in raising a complaint.
"Patients' rights are of paramount importance and it is absolutely right they have now been given the prominence and priority that primary legislation affords. The bill ensures that patients know what their rights are and have access to independent support and advice to assist them in their dealings with the NHS.
"The bill is one of a raft of measures the Scottish Government has implemented such as the Quality Strategy and the Patient Experience Programme to ensure that people are partners in their own care."
The Treatment Time Guarantee will ensure that eligible patients start treatment within 12 weeks of the treatment being agreed. This will cover planned and elective care that is carried out on an inpatient or day case basis.
The Patient Advice and Support Service (PASS) will help and support patients to make complaints, provide information about health services and direct patients to other types of support such as advocacy. Health boards now have a duty to publicise the details of PASS to patients making complaints and to ensure an adequate complaints process is in place.
The bill also places a duty on NHS bodies to encourage patients to give feedback or comments, or raise complaints on the care they have received. Scottish Ministers may give directions to relevant NHS bodies regarding the use of conciliation or mediation to try to resolve complaints.
