|Who we are
Our Standards of Service
Provision of Information
Payment of Accounts
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 Citizens 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 firstname.lastname@example.org or email@example.com )
Meetings of the Board are open to the public.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
If you telephone us
If you write to us
If you ask for information
If you visit our offices
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.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 firstname.lastname@example.org or email@example.com.)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.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.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)
Careers and CATCH services
Mrs Lorna Hendrie, CATCH/Careers Unit Manager
Miss Kathleen Reynolds, Records Officer
Statistics and Information Management
Mrs Christine Waddington, Information Services Officer
Mr Alan Davidson, Finance Officer
Publications and Board Meetings, Hire of Rooms
Mr David Ferguson, Board Secretary
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 Boards activities please send it to the appropriate contact, or directly to David Benton, Chief Executive.
The address for all correspondence is:
22 Queen Street
Tel: 0131 226 7371