If you have a complaint or concern about the service you have received from any of the Doctors or any of the staff working in the Practice, please let us know. The complaints procedure detailed below, complies with the Scottish Executive’s NHS Complaints Procedure.
How to Complain
We hope that most problems can be resolved easily and quickly, often at the time they arise and directly with the person concerned. If, however, your problem cannot be resolved in this way and you wish to make a complaint, please let us know as soon as possible, ideally within a matter of days, or at most, weeks. This will allow us to establish the circumstances surrounding the complaint more easily. If this is not possible, please provide us with the details of your complaint:
- within 6 months of the incident that caused the problem, or
- within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to the Feedback and Complaints Manager. Alternatively, you may wish to ask for an appointment with the Practice Manager to discuss your concerns. Either way, the complaints procedure will be fully explained and your concerns will be dealt with promptly. All complaints are dealt with in accordance with the “Can I help you? Guidance for handling and learning from feedback, comments, concerns or complaints about NHS health care services” (The Scottish Government, April 2012). This document is available for download at www.scotland.gov.uk . It is useful if you can provide as much information as possible about your complaint.
Support for a patient making a complaint is available from the Patient Advice and Support Service (PASS).
What will be done in Response to a Complaint?
Receipt of your complaint will be acknowledged within 3 working days and every effort will be made to respond to your complaint within 20 working days of the date on which the issue was raised with us. This will provide us with sufficient time to offer you an explanation in writing and/or a meeting with those involved. In investigating your complaint, we shall aim to:
- establish the full circumstances
- identify any actions to be taken to minimise or remove the risk of the problem recurring
- enable you to discuss the problem with those concerned, if requested
- apologise that you have considered it necessary to complain.
Complaining on Behalf of a Third Party
Please note that we adhere very strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we require written, signed confirmation of permission by the person concerned, unless, for a particular reason, they are unable to provide this.
Complaints to NHS Lanarkshire’s Primary Care Operating Division
The Practice believes that, if you have a problem, the correct use of the Practice Complaints Procedure will provide us with the best opportunity to address and resolve the problem, where possible, and perhaps improve our Practice procedures. However, this does not affect your right to approach the Primary Care Operating Division if you feel that you are unable to raise your complaint directly with the Practice or if you are dissatisfied with our response to your complaint. If you wish to do so, you should contact the Patient Services Manager, based at Udston Hospital, Farm road, Udston, ML3 9LA, Telephone Number 01698 858321 for further advice.
Scottish Public Services Ombudsman
Should there be no further opportunity to satisfactorily resolve your complaint locally, you have the option of forwarding your complaint to:
Scottish Public Services Ombudsman
4 Melville Street
Telephone Number : 0800 377 7330
e-mail : email@example.com