How to Make a Complaint
We make every effort to give the best service possible to everyone who attends our clinic.
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 reception manager who will deal with your concerns appropriately.
Complaints Procedure
If you have a complaint or concern about the service you have received from the practitioners or any of the personnel working in the clinic, please let us know. We operate a clinic complaint procedure or exceeds national criteria. We hope that we can sort out most problems easily and quickly, often at the time they arise, and with the person concerned. If you wish to make a formal complaint please do so AS SOON AS POSSIBLE, ideally within a few days of your treatment. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 3 months of the incident that caused the problem, or within 3 months of discovering you have a problem.
Who Can Complain?
Complaints can be made by clients, carers or a family member. Please note if you are complaining on behalf of someone else, we must know that you have their permission. A note signed by the person concerned and witnessed by the client, will be needed. If this is not possible the complaint should be brought by the next of kin.
How Can You Complain?
Complaints should be addressed to the reception manager. Complaints can be made in writing or alternatively an appointment can be made with the reception manager who will explain the complaints procedure to and who will ensure that your concerns are dealt with properly. It will greatly assist the clinic if you can be as specific as possible about your complaint. If the complaint I about the reception manager. The complaint should be addressed the clinical director, Elaine Wood.
The Time Limit for Resolution
Once a complaint is made, please allow 14 days for the reception manager to get back to you. A complaint should be resolved within 3 months of it reaching the reception manager.
How Will It Be Dealt With?
Once a written complaint is received, an acknowledgement will be sent out within 14 working days.
This will state the timeframe for a response and who will be dealing with the complaint. If this is not possible to conclude all investigations within 14 days, the reception manager will update the client with progress and appropriate timescales.
Who Will Deal with It?
In most cases complaints will be handled by the reception manager and in some cases the clinical director may get involved which would either by Elaine Wood or Business Director Chris Wood.
Record Keeping
Complaints received by the practice are held on file by the reception manager. Documentation is kept separate from the client clinical record. You will not be discriminated against or suffer recrimination as a result of making a complaint. All complaints are treated with the strictest confidence.
Taking It Further
If you remain dissatisfied with the outcome you may refer the matter to:
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 623 4342 (10am-2pm, Monday to Friday)
Email: his.ihcregulation@nhs.scot