If you have a complaint or concern about the service you have received from any of the doctors or staff working in this practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
How To Complain
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days - because this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint:
- Within six months of the incident that caused the problem, or
- Within six months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints may be addressed to any of the doctors. Alternatively, you may ask for an appointment with the practice manager in order to discuss your concerns. The Practice Manager will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint. Clinical complaints will be dealt with by one of the doctors. Where possible this will not be the doctor named in the complaint although he/she will be involved in the investigation.
What We Shall Do
We shall acknowledge your complaint within three working days and aim to have looked into your complaint within 20 working days of the date you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like to
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem doesn’t happen again.
Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf on someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.
Complaining To The NHS Board
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach the local NHS Board, if you feel you cannot raise your complaint directly with us. The NHS Board will advise you how they can assist with your complaint. The Complaints Officer can be contacted on 0141 314 4193.
Independent Advice and Support
Citizens Advice Scotland operates a free Independent Advice and Support Service (IASS) for users of NHS services. If you would like to access this service, you should telephone 0845 231 1010 in the first instance.
NHS Inform website also has a helpful complaints section which you may find useful www.nhsinform.co.uk will access the website then use the search facility to search for the complaints section.
What If You Remain Unhappy?
If you remain unhappy following our investigation and response you may seek a review by the Scottish Public Services Ombudsman. Contact details are as follows:
Scottish Public Services Ombudsman
Phone: 0800 377 7330
Fax: 0800 377 7331