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Test Results
Please telephone for test results between 10am and 4pm, Monday to Friday.

You may see the Doctor of your choice by appointment.   Please telephone or speak to the receptionist a few days in advance for routine appointments.   Urgent cases will be seen the same day, but it is helpful if you telephone in the morning.   Please try to give the receptionists any information which they may ask for, as this helps the Doctor assess your request

Home Visits
Please make every effort to come to the Surgery as this gives the Doctor more time and better facilities to deal with your problem.   If you are too ill to attend the Surgery it is helpful if you can telephone your request for a home visit as early as possible in the morning, ideally before 9.30am.

Cancelling your Appointment
Unfortunately, we continue to have a number of patients failing to attend appointments, which has an adverse affect on appointments available for other patients. 

During the month of January , there were 209 missed appointments, which equates to 35 hours of lost consultation time.

If you are unable to attend an appointment, it is important to let reception know in order to allow the appointment to be offered to another patient.  We thank you for your co-operation in this respect. 

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:


Patient Relations & Complaints Manager

Ayrshire & Arran Primary Care NHS Trust

Eglinton House

Ailsa Hospital

Dalmellington Road




Telephone: 01292 513620


Other useful Number:


Scottish Public Services Ombudsman

4 Melville Street




Telephone: 0800 377 7330



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