We take complaints very seriously. If you have a complaint or concern about the service from the GPs or any of the staff who work in the Practice, please let us know. We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints. This system meets national criteria.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be solved this way and you wish to raise it further, we ask that you do this as soon as possible. This would ideally be within a matter of days or at the most weeks. This will enable us to establish what happened more easily.
Complaints should be addressed to Mrs T Jones, Practice Manager. She will ensure that your concerns are dealt with promptly. It will be of most help that you are as specific as possible about the details of your complaint. This can be emailed or delivered to the Practice in a sealed envelope.
What we will do
We will endeavour to resolve a complaint within 5 days, where possible. Where this is not possible we will acknowledge your complaint within 3 working days, and investigate it within 20 working days from the date this was raised. If the investigation takes longer than 20 days we will inform you and keep you updated on its progress.
In investigating we aim to:
- Find out what happened and what went wrong
- Enable you to discuss the problem with those concerned, if you would like this
- Ensure you receive an apology, where this is appropriate
- Identify what we can do to ensure this problem does not arise again.
Complaining on behalf of another patient
Due to strict rules of patient confidentiality, we will not be able to acknowledge this unless you have proof you gained the patient’s permission to do so. A note signed by the person concerned should be provided, unless there is legal documents such as guardianship or power of attorney in place.
Taking your complaint further
We hope that if you ever have a problem that you raise this with ourselves. We believe this gives us the best chance to resolve your complaint. However, if you feel you cannot raise your complaint with us or if you are unhappy with the resolve, you should contact the Scottish Ombudsman on 0800 377 7330 or send a letter to The Scottish Public Service Ombudsman, Edinburgh, EH3 0BR.