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If you are unhappy about any services we provide please ask at reception for a leaflet on our complaints procedure. Comments on any aspect of the practice are always welcome.

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days.

Further information on the complaints procedure can be found in the link below:

Practice complaints procedure

 

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.  We operate a practice complaints procedure as part of an NHS system for dealing with complaints.  Our complaints system meets national criteria.

 

How to complain

 

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days or at most a few weeks-because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:


- Within 6 months of the incident that caused the problem; or
- Within 6 months of discovering you have a problem, provided this is within 12 months of the incident.


Complaints should be addressed to Miss Lesley Hamilton (Practice Manager), Dr Anna Learmonth or Dr Louise Gorman.  Alternatively, you may ask for an appointment with Miss Hamilton in order to discuss your concerns.  She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.  You will be informed that your health records may need to be disclosed to those handling the complaint.  Refusal to allow information-sharing could affect the handling of the complaint.

 

What we shall do

 

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.  We shall then be in a position to give you an explanation, or offer a meeting with those involved.  In investigating your complaint, we shall aim to:


- Find out what happened and what went wrong.
- Enable you to discuss the problem with those concerned, if you would like this;
- Ensure you receive an apology, where this is appropriate.
- Identify what we can do to ensure that the problem doesn't happen again.


Complaining on behalf of someone else

 

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

 

We hope that, if you have a problem, you 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.  Further advice can be sought from the NHS Forth Valley Patient Relations and Complaints Service, Forth Valley Royal Hospital, Stirling Road, Larbert, FK5 4WR.
Telephone:  01324 566660  
Email:  FV-UHB.complaints@nhs.net

 

If you are dissatisfied with the outcome of your complaint you should contact the Scottish Public Service Ombudsman at the address below.  Alternatively, you may wish to consider Independent Conciliation.  The Practice Manager can provide further details.

 

Scottish Public Service Ombudsman

4 Melville Street

EDINBURGH

EH3 7NS
or: Freepost EH641,

EDINBURGH

EH3 0BR

Tel: 0800 377 7330

e-mail: enquiries @ scottishombudsman.org.uk

http://www.spso.org.uk/ (includes complaints form).

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