The number of complaints about care services in Scotland continued to rise in 2022/23.

A new report, shows the Care Inspectorate received 5,910 complaints in 2022/23, up by 315 (6%) on the previous year and continuing the long-term trend of increasing concerns/complaints.

Jackie Irvine, chief executive of the Care Inspectorate, said: “It is important that people can resolve any issues they may have with the care they experience, whether this is by contacting the Care Inspectorate, or by raising it directly with their care service. 

“Our focus in all areas of our work, including complaints, is on improving the quality of care and outcomes for people who experience care. We do this by resolving complaints quickly and using all the intelligence we gather to focus our inspections as well as the wider scrutiny, assurance and improvement support work we carry out across all care services. 

“Everyone in Scotland has the right to good quality care that meets their needs and respects their rights. 

In 2022/23, 23% of concerns received were revoked, an increase from 21% in 2012/22.   

Three-quarters (76%) of complaints were upheld where the regulator conducted an investigation.

A total of 4,495 complaints were resolved using the Care Inspectorate’s four resolution pathways. In 52% of these, the information given by the complainant was provided to the inspector for that service to be used to inform and focus future scrutiny activity, 19% were resolved quickly by the service directly, 9% were investigated by the service using their own complaints procedure where the regulator required the provider to investigate and 19% were deemed high risk and were investigated by the Care Inspectorate.  

Anyone with a complaint about a care service can contact the regulator on 0345 600 9527.