We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in -house complaints procedure, drawn up to respond to patient grievances.
Our practice procedure is not able to deal with questions of legal liability or compensation. If you use this procedure it will not affect your right to complain to the Patient Client Council.
Please note that we have to respect our duty of confidentiality and a patient’s consent will be necessary if the patient in person does not make a complaint. If you wish to make a complaint, please telephone or write to our Practice Manager or Dr Grant.
Your complaint will be acknowledged in writing normally within 2 working days. We believe it is important to deal with complaints swiftly, so you may be offered an appointment for a meeting to discuss the details. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed. Occasionally it may take longer, but we will keep you informed throughout.
Your complaint will be investigated fully and you will receive a written report from the Practice (normally within 7 days) as to the outcomes of the investigations and where appropriate receive an apology and be informed of the steps taken to ensure the situation does not recur.
For further information please ask at reception for an Information Leaflet.