Comments & Complaints
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 and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception. What we shall do
- We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days from the date you raised it with us.
- We shall then be in a position to give you an explanation, or offer a meeting with those involved.
In investigating your complaint we aim to:
- Find out what happened and what went wrong.
- Enable 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.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
Complaining on behalf of someone
If you are complaining on behalf of someone else, please be aware that this Practice is bound by strict rules of medical confidentiality and we cannot divulge a patient's medical history unless we have their permission to do so. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. A form for this purpose is available at the practice upon request.
Complaining to NHS Grampian
We hope that if you have a problem you will make use of our complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong. But this does not affect your right to approach NHS Grampian if you feel that you cannot raise your complaint with us or you are dissatisfied with the results of our investigation. You should contact:
- Complaints Officer,
Tel: 0845 456 6000
How can you help us avoid problems?
The majority of problems arising between the primary health care team and patients are ones of communication. You can help us avoid these in a number of ways.
Please help us to help you
- If you feel unhappy about anything please say so at the time. We will not take offence and will be happy to try and put matters right immediately.
- If you are unsure about any information given to please ask for it to be repeated or written down.
- If you feel that a member of staff has not dealt with your problems adequately please ask to speak to the Practice Manager.
- Be prepared to give some clinical details if asking for an urgent appointment or call. The receptionist will be able to help you better if they understand your situation.
- If you have worries about clinical problems please ask to speak to a doctor.
UK Ombudsman Services
The Scottish Public Services Ombudsman
The procedure for making a complaint against the NHS in Scotland is described in the leaflet Making a Complaint about the NHS.
The ombudsman has published a booklet that describes the process behind bringing your complaint to the ombudsman
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman and there are instructions for doing this on the SPSO website.