Complaints Procedure

If you have been unable to resolve a problem through informal discussion and wish to make a formal complaint, this should be done in writing addressed to the Practice Manager or one of the Doctors at the practice. If you have difficulty in writing down your complaint, please ask at reception and help can be given in doing this.

On receipt of a complaint, we will write within 3 working days to confirm that the complaint has been received. We will then spend time where appropriate, reviewing the medical records and discussing the complaint with any involved staff. Following this investigation we will reply to you, and this reply should be within 20 working days. It may be better on some occasions to respond to the complaint by telephone, arranging a meeting to discuss the complaint.

If the explanation or reply you receive is still felt to be unsatisfactory, we would encourage you to come back to the practice for further discussion. If however you feel the need to take the complaint further, an independent review can be organised by the Scottish Public Service Ombudsman.  Complaints should be made to the Ombudsman within 12 months of the event giving rise to them, or within 12 months of the complainant becoming aware that there are grounds for complaint.  The Ombudsman’s contact details are: