SIAS provides independent support, guidance and complaint review services for participating independent healthcare providers in Scotland. Our purpose is to promote fair, transparent and effective complaints handling and support high standards of patient experience across Scotland's independent healthcare sector.
Before contacting SIAS
SIAS can usually review a complaint only after the participating healthcare provider has completed its own complaints process.
Who can use SIAS?
SIAS is available to patients, relatives and appointed representatives whose complaint has completed the participating healthcare provider's local complaints process.
SIAS offers access to an independent review where concerns remain unresolved following completion of a healthcare provider’s local complaints process. Reviews are undertaken by an Independent Complaints Reviewer (ICR), who provides an impartial assessment of how a complaint has been handled and whether the complaint was handled appropriately and in accordance with the provider's complaints process.
What SIAS reviews
- complaint handling
- communication
- delays
- administrative issues
- procedural fairness
- whether relevant information was properly considered
What SIAS does not review
- clinical decisions
- negligence claims
- liability
- contractual disputes
- matters for regulators or courts
SIAS does not review or determine clinical decision-making or legal matters, e.g. diagnosis, treatment decisions, professional clinical judgement, negligence, liability, contractual disputes or other matters that are more appropriately considered by a regulator, court, tribunal or legal adviser.
SIAS provides an independent complaints review service. It does not regulate healthcare providers or determine legal liability. Where concerns fall outside the SIAS remit, appropriate signposting may be provided.
SIAS works alongside the wider regulatory framework within Scotland’s independent healthcare sector.
Patients also have the right to raise concerns directly with Healthcare Improvement Scotland (HIS), the independent regulator for private healthcare services in Scotland.
SIAS aims to provide an accessible, independent and impartial review process for all eligible complaints.
Contact SIAS
SIAS reviews complaints relating to participating independent healthcare providers.
For enquiries or complaint review referrals: help@siasorg.com