Whilst we try our best at all times to provide patients with high quality healthcare, we realise no system is perfect.
If you have a complaint or comment about the service you have received from any member of the team working in this practice, please let us know.
The following information will guide you through our complaints procedure.
If your complaint is about any aspect of care received from practice reception staff, nursing or medical staff please advise Anne Henderson/Office Manager by either arranging to speak to her in person or by writing to her.
Should your complaint be in relation to the practice premises, grounds or facilities you should advise Linda Fortune/Practice Business Manager again either by speaking to her personally or in writing.
What we will do:
The responsible manager will investigate your complaint and hopefully will be able to deal with your complaint to your satisfaction. However if she is unable to do so your complaint will be passed to Dr. Porte who is the nominated doctor to deal with these situations.
We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:
Stage 1 - early, local resolution
We aim to resolve complaints quickly and close to where we provide the service. Where appropriate, this could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.
Sometimes we will have to make some enquiries before we can respond to your complaint. We will give you our decision at Stage one in five working days or less, unless there are exceptional circumstances. If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to Stage two. You may choose to do this immediately or sometime after you get our initial decision.
Stage 2 - investigation
Stage two deals with two types of complaint: those that have not been resolved at Stage one and those that are complex and require detailed investigation.
When using Stage two we will:
- acknowledge receipt of your complaint within 3 working days;
- where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for; and
- give you a full response to the complaint as soon as possible and within 20 working days.
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. This should be in the form of either a note or letter from the person concerned, and signed by them, unless they are incapable of signing this (due to illness).
We hope that if you have a problem you will use and be satisfied with our own complaints procedure. However if you feel that you cannot raise your complaint with us or are dissatisfied with the result of our investigation, you should contact: The Scottish Public Service Ombudsman, Freepost EH641, Edinburgh EH3 0BR. Tel: 0800 377 7330 Website: www.spso.org.uk E-mail:firstname.lastname@example.org
A leaflet fully explaining our Complaints Procedure is available here or on request at reception.
The practice welcomes comments or suggestions from our patients.