Complaints process

Complaints and Patient Feedback

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

In General

Our reception staff can help you resolve any queries or issues you may have. However, should you wish to make a formal complaint this should be done in writing and addressed to the Practice Manager.

We have a two stage complaints procedure. We will always try to deal with your complaint quickly.

However if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Stage one – Early, local resolution

We will try to resolve your complaint within five working days if we can.

If you are dissatisfied with our response, you can ask us to consider your complaint at Stage two.

Stage Two – Investigation

We will look at your complaint at this stage if you are dissatisfied with our response at Stage One.

We also look at some complaints straight away at this stage , if it is clear that they are complex or need detailed investigation.

We will acknowledge your complaint within three working days

We will give you a decision as soon as possible. This will be no more that 20 working days unless there is clearly a good reason for needing more time

Your Rights

If, after receiving our final decision you remain dissatisfied you may contact the Scottish Public Services Ombudsman (SPSO) (this link will open in a new window - popups must be allowed) and ask them to consider it.

We will tell you how to do this when we send you our final decision

0800 377 7330
0800 377 7331
Freepost SPSO

Bridgeside House

99 McDonald Road



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