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We endeavour to give you the best service possible at all times, if however you feel that this has not been the case and have a complaint or concern please let us know. We operate a practice procedure as part of an NHS system for dealing with complaints.
What You Should Do.
We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned. If your problem cannot be sorted out 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.
Complaints in writing are preferred and should be addressed to Ms M Hehir Practice Manager. Alternatively, you may request an appointment with Ms Hehir in order to discuss your concerns. Ms Hehir will explain the complaints procedure to you and will make sure your concerns are dealt with promptly, courteously and efficiently.
What We Will Do.
We will acknowledge your complaint within 2 working days and aim to have looked in to your complaint within a period of no more than 10 working days from the date on which you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved.
Complaining on Behalf of Someone Else.
Please note that we keep strict rules in medical confidentiality. If you are complaining on behalf of someone else we have to know that you have their permission to do so. A consent note signed by the person concerned will be needed unless they are incapable to do so.
Complaining to Lothian Primary Care NHS Trust.
We believe that the practice procedure will give us the best chance of putting right whatever has gone wrong. This, however, does not affect your right to approach Lothian Primary Care NHS Trust if you are dissatisfied with the result of our investigation. You may contact the Complaints Manager on 0131 537 9000 for further advice.
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