Complaints Procedure
The Doctors and staff at this practice are committed to providing high quality healthcare and services to patients.
If you have a complaint or concern about the service you have received from the practice, please let us know.
How to Complain
It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out.
If you wish to make a formal complaint, please let us have details of your complaint as soon as possible so we can find out what happened; It helps us if you can give us as full details as possible.
You can ask for an appointment with Karen Young our practice office manager in order to discuss your concerns. Miss Young will explain the complaints procedure to you and make sure that your concerns are dealt with promptly.
You need to make your complaint within 12 months of the incident that caused the problem or within 12 months of discovering that you have a problem relating to a specific incident.
What we will do
We will contact you about your complaint within three working days and let you know how we are going to investigate it. We will aim to provide a full reply within 10 working days following this investigation.
We will aim to offer you an explanation and resolution within that time frame and if this is not going to be possible then we will let you know when it is likely to be.
- Find out what happened and what went wrong.
- Invite you to discuss the problem with those involved, if you would like this
- Apologise where this is appropriate.
- Identify what we can do to make sure that the problem does not happen again.
Complaining on Behalf of someone else
Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (e.g. due to illness) of providing this.
Getting Help
You can contact the Patient Advice and Liaison Service (PALS). They offer support, information and assistance to patients, relatives and visitors. Tel: 0800 58 77 027
The Independent Complaints Advocacy Service (ICAS) on 0845 337 3061 can provide free impartial support when you are making a complaint. They can help to draft or write a letter, can arrange interpreting or can accompany you to a meeting. The website is: www.pohwer.net
NHS Tayside Contacts
Further advice can be obtained from the following department at Ninewells hospital
Complaints and Advice Team
Level 7
Ninewells Hospital
Dundee
DD29SY
01382425507
Email : complaints.tayside@nhs.net
If You Are Not Satisfied
If you are not satisfied with the way we have dealt with your complaint, you can contact the Health Services Ombudsman
The Ombudsman
The Health Service Commissioner for Scotland
Ground Floor
1 Athole Place
Edinburgh
EH3 8HP
Tel 0131 225 7465
The website is: www.ombudsman.org.uk