Craigforth Report
This Report was jointly commissioned by Scottish Public Services Ombudsman
and the Scottish Health Council.
Craigforth is one of Scotland’s leading social research and consultancy companies
and specialises in matters of public policies and customer research.

The results of the Craigforth research were:
 
(6.38) Very few respondents were satisfied with the SPSO outcome. The majority - almost 3 in 5 - were dissatisfied (59%) with over half being very dissatisfied (52%). Only around 1 in 7 (15%) expressed any level of satisfaction with the outcome.
 
(6.41) Some interviewees who made use of the NHS complaints procedure (sometimes repeatedly) in an attempt to access diagnosis and/or treatment became very frustrated at the SPSO's perceived inability or disinclination to take action in their case. For these complainants the SPSO was considered to be yet another agency which did not listen to them and let them down:
 
"They called me up to ask why I was complaining and said I'd made complaints before, as if I was a nuisance."
 
(6.55) However there is evidence that some complainants are not necessarily clear whether SPSO involvement is ongoing or closed.