Complaints and Patient Feedback

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

In General

You can make your complaint in person, by telephone,by email or in writing to the Practice Manager.

Linda Edgar at linda.edgar@nhs.scot

We have a two stage complaints procedure. We will always try to deal with your complaint quickly. However if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Stage one – Early, local resolution

We will try to resolve your complaint within five working days if we can.

If you are dissatisfied with our response, you can ask us to consider your complaint at Stage two.

Stage Two – Investigation

We will look at your complaint at this stage if you are dissatisfied with our response at Stage One.

We also look at some complaints straight away at this stage , if it is clear that they are complex or need detailed investigation.

We will acknowledge your complaint within three working days

We will give you out decision as soon as possible. This will be no more that 20 working days unless there is clearly a good reason for needing more time.

Patient Advice and Support Service (PASS)

The Patient Rights Act provided for the establishment of PASS. PASS operates independently of the NHS, and provides free, confidential information, advice and support to anyone who uses the NHS in Scotland. The service promotes an awareness and understanding of the rights and responsibilities of patients and can advise and support people who wish to give feedback, make comments, raise concerns or make complaints about treatment and care provided. Further information can be found on the PASS web site: www.patientadvicescotland.org.uk

Your Rights

If, after receiving our final decision you remain dissatisfied you may contact the Scottish Public Services Ombudsman (SPSO) and ask them to consider it.

We will tell you how to do this when we send you our final decision

0800 377 7330 0800 377 7331 ask@spso.org.uk www.spso.org.uk Address SPSO Freepost EH641 Edinburgh EH3 0BR