Complaints and Patient Feedback
Complaints and patient feedback
If you have a complaint or concern about the services you have received from the doctors or any staff working in the practice, please let us know by writing to Mr Mark Shiells, Practice Manager giving as much detail as possible about what went wrong. We operate a practice complaints procedure as part of NHS Scotland system for dealing with complaints.
We have a two stage complaints procedure. we will always try to deal with your complaint quickly. But 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 out 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) and ask them to consider it.
We will tell you how to do this when we send you our final decision
For further information on NHS Lanarkshire complaints
www.nhslanarkshire.org.uk/ContactUs/Feedback/Pages/make-complaint.aspx
0800 377 7330
0800 377 7331
0790 049 4372
ask@spso.org.uk www.spso.org.uk
Address SPSO Freepost EH641 Edinburgh EH3 0BR
Please ask at Reception for a copy of the Complaints Patient Information Leaflet.