Complaints

 
How to Complain

We constantly strive to give you the best care and attention possible.  We are always keen to hear any comments or suggestions about our services.  You either can speak or write to our Practice Manager.

Complaints

  • We are always prepared to listen to any complaint about any aspect of our service.  Please refer to the following guidelines when making a complaint.
  • Complaints will only be addressed when made by the individual to whom the complaint pertains, unless that individual is a minor, or written permission has been given by an adult (unless they are incapable of providing permission due to illness or incapacity).
  • Complaints will usually only be investigated if they are made within six months of the event or made within six months of you realising that you have something to complain about, as long as that is not more than 12 months after the event itself.
 

Verbal Complaints

  • The practice manager (or deputy) will deal with any verbal complaint, either by phone or in person in the first instance.  We strive to resolve complaints quickly and efficiently.
  •  If verbal a complaint remains unresolved, the patient should be put their complaint in writing to the Practice Manager.
 

Written Complaints

  • Written complaints will be acknowledged within two working days.
  •  An explanation will be provided within two weeks.
  •  We will make every effort to investigate and resolve written complaints within four weeks.
 
 If satisfactory resolution of the complaint is not achieved within the practice, or if the complainant is unwilling to discuss the complaint directly with the practice, they can contact the Patient Experience Team at:
 

Telephone: 0131 536 3370
Email: feedback@nhslothian.scot.nhs.uk
Post: 2- 4 Waterloo Place, Edinburgh, EH1 3EG

You must state in writing your remaining grievances within four weeks of receiving the outcome of the investigation into your complaint. The Complaints Advisor can arrange for an independent review of your complaint.
 

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