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Comments & Complaints

commentsWe make every effort to give the best service possible to everyone who attends our Practice. We are aware, however, that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. We would wish such matters to be settled as quickly, and as amicably, as possible.

If you have feedback, comments, concerns or a complaint, please let us know.

Complaints Handling Procedure

Stage one: early, local resolution

We will try to resolve complaints quickly, within 5 working days, if we can.

Stage two: investigation

For complex complaints, or where further investigations is needed, or if you are unhappy with our response at Stage one.

We will acknowledge your complaint within 3 working days and will aim to provide a full response within 20 working days.

A copy of our Complaints Handling Procedure is available below or from reception.

If you have any suggestions about how we can improve our service, please let us know by phone, in writing, via our website, or in person.

 pdfComplaints Handling Procedure

pdf Download our patient complaints form


The Scottish Public Services Ombudsman

The procedure for making a complaint against the NHS in Scotland is described in the leaflet NHS Scotland Public-Facing Complaint Handling Procedure

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.

 

 
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