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.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the patient waiting area.
Complaining to NHS Tayside
We hope that if you have a problem that patients will make use of our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not effect your rights to approach NHS Tayside, if you feel you cannot raise your complaint with the practice or you are dissatisfied with the results of the investigation you may wish to contact NHS Tayside complaints officer who will assist in any way they can and are available to facilitate meetings between both parties. NHS Tayside cannot assume responsibility for either the circumstances leading to the complaint or for the resolution of the complaint as this rests solely with the GP practice. NHS Tayside has a seperate complaints and advice team which can be contacted as detailed below:-
Complaints and Advice Team
Level 7 Ninewells Hospital
Freephone: 0800 027 5507
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If however complainants have exhaused the local resolution stage of the complaints procedure and should they remain unsatisfied with the outcome they have the right to contact the Scottish Public Service Ombudsman.
Tel: 0800 377 7330 Web site http://www.spso.org.uk/
Write: SPSO Freepost EH641 Edinburgh EH3 0BR.