Complaints Procedure

We always try to give you the best service possible, but there may be times when you feel this has not happened. This section explains what to do if you have a complaint about the service we provide for you.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if possible, put right any problems you have identified or mistakes that have been made.

If you use this procedure it will not affect your right to complain to the Primary Care Division of NHS Lothian Health if you so wish. The appropriate contact address for the NHS Complaints Team and the Ombudsman are shown below. Please note we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

If you wish to make a complaint, in the first instance please phone or write to our Practice Manager who will take full details of your complaint and decide how best to undertake the investigation.

We think it is important to deal with complaints swiftly so you will normally be offered an appointment for a meeting to discuss matters within seven days.

Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed. You may bring a friend or relative to the meeting with you.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope, that at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

Useful Contacts

Scottish Public Services Ombudsman, 4 Melville Street, Edinburgh EH3 7NS
Phone: 0870 011 5378 Fax: 0870 011 5379
E-mail: enquiries@scottishombudsman.org.uk
www.scottishombudsman.org.uk

NHS Lothian Complaints, 2nd Floor, Waverley Gate, 2/4 Waterloo Place, Edinburgh,
EH1 3EG
Phone: 0131 2536 3370
E-mail: complaints.team@nhslothian.scot.nhs.uk