Policy on Practice Complaints
We always try to give you the best service possible, but there may be times when you feel this has not been sufficient. This leaflet explains what to do if you have a complaint about the services you have received from the doctors or any of the staff working in this practice. This practice policy does not deal with questions of legal liability or compensation.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly 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 problems; or
· within 6 months of discovering that you have a problem (provided this is within 12 months of the incident).
Complaints should be addressed in the first instance to the Practice Development Manager, who will take full details of the complaint and decide how best to proceed with the investigation. Alternatively, you can complete a complaints form, available from reception, which will be passed to the Practice Development Manager. It will be helpful if you are as specific as possible about your complaint.
What We Shall Do
We shall acknowledge your complaint with 2 working days and aim to have looked into your complaint in detail within 10 working days of the date you raised it with us. We should then be in a position to offer you an explanation, or if necessary, 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;
· ensure you receive an apology, where this is appropriate;
· identify what we can do to make sure the problem does not happen again.
Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed in the meantime. If you do wish to have a meeting with the people concerned, you may bring a friend or relative.
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 his or her permission to do so. Normally a note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. A list of who can complain is attached.
Complaining to the NHS
If possible, we will try to resolve your concerns within the practice. However, if you are still dissatisfied, you may approach the NHS Complaints Team, contact details as undernoted:
Scottish Public Services Ombudsman
4 Melville Street
Telephone: 0800 377 7330