Make a complaint

 

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this Practice, please let us know. We operate a Practice complaints procedure as part of an 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, often 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 or at most a few weeks – 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 6 months of the incident that caused the problem, or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be made in writing and addressed to Mrs Brenda Mair, Business Manager or to any of the doctors. It will be a great help if you are as specific as possible about your complaint.

WHAT WE SHALL DO

We shall acknowledge your complaint within 2 working days of its receipt and aim to have looked into your complaint within 10 working days. We shall then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint, we shall 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 make sure the problem doesn’t happen again.

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that 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. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

WHAT DO I DO IF I FEEL UNABLE TO APPROACH THE PRACTICE OR I AM UNHAPPY WITH THE REPLY?

We hope that, if you have a problem, you will make use of 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. This does not affect your right however to approach Lothian NHS Board if you feel you cannot raise your complaint with us.

If this is the case you should contact:

NHS Lothian Patient Experience Team
2nd Floor, Waverly Gate
2-4 Waterloo Place
Edinburgh, EH1 3EG
Telephone No: 0131 536 3370
feedback@nhslothian.scot.nhs.uk

If you are still dissatisfied after the Practice complaints procedure has been exhausted, you can ask the Scottish Public Services Ombudsman to investigate your case. The Ombudsman is completely independent of both the NHS and the Government. The Ombudsman is not obliged to investigate every complaint put to him or her, and generally he/she will not look into matters that have not first been through the Practice complaints procedure, or a case that is being dealt with by the courts. If you want advice on whether to ask him/her to investigate, you can write to or phone their office.

Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
Edinburgh, EH7 4NS

or at: Freepost SPSO

Phone: 0800 377 7330
Fax: 0800 377 7331
Website: www.spso.org.uk

HELP IN MAKING YOUR COMPLAINT

Patient Advice and Support Service (PASS) is an independent service which provides free, accessible and confidential information, advice and support to patients, their families and carers about NHS healthcare. They can help you through the process of providing feedback, from explaining your rights and responsibilities as a patients to helping you write a letter or make a phone call.

You can find contact details for your local bureau on the Citizens Advice Scotland website at www.cas.org.uk

Please do not hesitate to contact the Business Manager or her Assistant should you require further assistance in the meantime.