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Who we are
Our Standards of Service
Consultation
Provision of Information
Reporting Performance
Payment of Accounts
Complaints
Confidentiality
Enquiries, Complaints, Suggestions
Quality of Service


What Can We Do For You?

 

The NBS Charter

The members and staff of the NBS are committed to providing high quality, efficient services in accordance with the principles embodied in the Citizen’s Charter.

This charter sets out the minimum standards of service you can expect from us and what to do if things go wrong.

Who we are

The National Board for Nursing, Midwifery and Health Visiting for Scotland (NBS) is a non-Departmental public body which exists to promote continuous improvement in the quality of health care for the people of Scotland, through providing key services to education.

Working within the professional regulatory framework we play a central role in ensuring creative and responsive educational provision, together with supporting research and development activity. We work to ensure the UKCC standards of preparation for nurses, midwives and health visitors are delivered in Scotland.

The Careers Service provides information about courses and qualifications for prospective applicants and for qualified nurses, midwives and health visitors.

The CATCH Service (Central Applications to Training and Clearing House) processes applications for nursing and midwifery Diploma courses in Scotland.

The Records Team maintain an Index of persons in training on NBS-approved courses in order to verify that entry requirements are met and to certify completion of training to enable registration or recording by the UKCC.

Further details on our functions are set out in a series of factsheets which can be obtained free of charge from the Publications Team (Tel: 0131 226 7371 between 8.30am and 4.30pm Monday to Friday) or via email (contact either David Ferguson at david.ferguson@nbs.org.uk or publications@nbs.org.uk )

Meetings of the Board are open to the public.

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Our Standards of Service

You are entitled to expect a prompt, helpful and courteous service from our staff, who will always identify themselves.

If you are not sure who to speak to

  • our Receptionist/Telephonist will be pleased to help, or you can explore our web site.

If you telephone us

  • we will try to answer your query straight away if it falls within our responsibility or re-direct you to the appropriate organisation if it does not.

  • where we cannot deal with your enquiry immediately we will either connect you to an appropriate member of staff or arrange for you to be telephoned back by the next working day.

If you write to us

  • we will reply to your letter within 15 working days of receipt.

  • if, for any reason, we cannot send a reply within 15 working days of receipt, we will send an interim reply explaining the reason for the delay and indicating when you can expect to receive a full reply.

  • specific published response times apply to approvals work.

If you ask for information

  • we will send you any readily available published information held by us within 5 working days of receipt of your request or try to inform you where published information may be obtained.

  • if you ask for an explanation of a Board decision, we will respond within 15 working days of receipt of your request.

If you visit our offices

  • we will see you within 10 minutes if you have made an appointment in advance.

  • try to deal with your enquiry on the spot. If we cannot do so we will let you know why not and arrange for your enquiry to be followed up.

If you have any additional needs

  • due to an impairment, or any access requirements, please let us know and we will do our best to meet them.

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Consultation

We will consult the users of our services regularly to assess the effectiveness of our services and identify improvements. If you are asked to complete a service questionnaire or are contacted in other ways it would be very helpful if you would spare the time to respond.

Provision of Information

You can expect us to provide clear and helpful information on our services and to ensure that our forms are as easy to understand and to complete as possible.

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Reporting Performance

We will also report each year on our performance in meeting our targets. This information will be included in our Annual Report, copies of which can be obtained by telephoning our Publications Team or by sending an email message (contact either David Ferguson on david.ferguson@nbs.org.uk or publications@nbs.org.uk.)

Payment of Accounts

We will ensure that accounts are paid promptly. Where a contract applies we will make payment in accordance with the applicable timetable. We will otherwise pay accounts within 30 days of receipt of a valid invoice.

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Complaints

If you feel you have grounds for complaint about the way we have treated you, please let us know. This will help us to put things right for you or to prevent the same thing happening to others.

Wherever possible you should try to resolve your complaint on the spot with the person who has dealt with you. If this is not possible, please write to Peter Taylor, Executive Director (Resources) at the address at the end of this charter. It will help us deal with your complaint if you give as much background information as possible.

Where your complaint is not directly a matter for the NBS, we will ask you if you want your complaint passed on to the appropriate organisation for action and will let you know that we have done so.

Where your complaint is appropriate to the NBS we will investigate and send you a full reply within 10 working days. If we need longer than this we will send you an interim reply to explain the delay and to tell you when you can expect a full reply.

If you are dissatisfied with our response you should write to the Chief Executive at the address at the end of this charter. Your complaint and its handling will be reviewed by a senior manager who was not involved in handling your original complaint. We will aim to send you a full reply within 10 working days of receipt of your letter.

If your complaint is justified we will apologise and seek to put the matter right. If it is not, we will explain why. Action will be taken to prevent a recurrence of any problem.

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Confidentiality

Your confidentiality will always be respected.

Enquiries, Complaints, Suggestions

Who to write to

The main contacts for NBS services are:

Quality Assurance (Course Approvals and Monitoring) and Research and Development Projects

Ms Helen Mackinnon, Acting Executive Director (Standards)
Tel: 0131 226 7371
Email: helen.mackinnon@nbs.org.uk

Careers and CATCH services

Mrs Lorna Hendrie, CATCH/Careers Unit Manager
Tel: 0131 226 7371
Email: lorna.hendrie@nbs.org.uk

Students Records

Miss Kathleen Reynolds, Records Officer
Tel: 0131 226 7371
Email: kathleen.reynolds@nbs.org.uk

Statistics and Information Management

Mrs Christine Waddington, Information Services Officer
Tel: 0131 226 7371
Email: christine.waddington@nbs.org.uk

Finance Matters

Mr Alan Davidson, Finance Officer
Tel: 0131 226 7371
Email: alan.davidson@nbs.org.uk

Publications and Board Meetings, Hire of Rooms

Mr David Ferguson, Board Secretary
Tel: 0131 226 7371
Email: david.ferguson@nbs.org.uk

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Quality of Service

The NBS strives to achieve continuous improvement in all of its functions and services. A range of audit mechanisms is in place for that purpose. If you have a comment or suggestion to make about any of the Board’s activities please send it to the appropriate contact, or directly to David Benton, Chief Executive.

The address for all correspondence is:

22 Queen Street
Edinburgh
EH2 1NT

Tel: 0131 226 7371
Fax: 0131 225 9970
Website: www.nbs.org.uk

August 1999

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