Complaints / Feedback

COMPLAINTS / FEEDBACK PROCEDURE

We very much hope that you never have the need to make a complaint, however we all know that things don’t always go to plan. Please find below details of your right to complain and how to do so.


You have the right to make a complaint about any aspect of NHS care, treatment or service.

We encourage feedback as it’s useful to improve services. If you wish to share your views and experiences, positive or negative, you can do so in writing by addressing your letter for the attention of the Business Manager.

If you wish to raise a complaint, you should do so in writing addressed to the Business Manager.  Your complaint will be acknowledged within 2 full working days and we aim to have investigated and responded to your complaint within 2 weeks.

Complaints should be made within 12 months of an incident or of the matter coming to your attention. This time limit can only be extended provided you have good reasons for not making the complaint sooner and it’s possible to complete a fair investigation.

We ask that you communicate any complaint to the practice in writing.  Verbal complaints are not recommended as a paper trail is required to ensure that all aspects of your complaint can be thoroughly investigated and documented.

If you’re complaining on behalf of someone else, include their written consent with your letter as this will speed up the process.

Once your complaint has been received, the Practice must carry out a full investigation and provide you with a full written response. The response should set out the findings and, where appropriate, provide apologies and information about what’s being done as a result of your complaint.

If your problem persists or you are not happy with the way your complaint has been handled, you have the right to take your complaint to the Scottish Public Services Ombudsman.  Their contact details can be viewed by visiting https://www.spso.org.uk/



 
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