Complaints

Complaints Procedure

We believe that every patient deserves high-quality care, but we also recognise that there may be times when our service does not meet your expectations. If you have a concern or a suggestion for improvement, we want to hear from you. We view feedback as an opportunity to learn and evolve, and we are committed to resolving any issues as quickly and transparently as possible.

How to Make a Complaint

If you are unhappy with the treatment or service you have received from the practice, you can raise your concerns with any member of our staff. Many issues can be resolved immediately through an informal chat.

If your concern cannot be settled right away, you can make a formal complaint by contacting our Practice Manager – Lynne Harrison. You may do this in writing, by phone, or by using our Complaints Form.

What you Can and Cannot Complain About

What You Can Complain About

You can raise concerns about a wide range of issues, including:

  • Your care and/or treatment
  • Delays in receiving care or responses
  • A failure to provide a service, or an inadequate standard of service
  • A lack of information and clarity about appointments
  • Difficulty in making contact with us for appointments or queries
  • Treatment by or attitude of a member of our staff
  • Scheduled or unscheduled ambulance care
  • Transport concerns (either to, from, or within the healthcare environment)
  • Environmental or domestic issues within the practice premises
  • Operational and procedural issues
  • Our failure to follow the appropriate process
  • Your dissatisfaction with our practice policies

We realise it is not possible to list everything you can complain about. If you wish to complain about something not listed above, we strongly encourage you to do so.

What Cannot Be Dealt With Under This Procedure

Normally, the NHS complaints procedure does not cover:

  • A routine request for a service, appointment, or repeat prescription (unless there has been a delay or failure)
  • A request for a second medical opinion (please discuss this directly with your GP)
  • A private healthcare issue or service not provided or funded by the NHS
  • Things you are taking legal action about.

Our Process and Timelines

In line with the NHS Scotland Complaints Handling Procedure, we follow a two-stage process:

  • Stage One: Early Resolution – We aim to resolve straightforward complaints within 5 working days.
  • Stage Two: Investigation – For more complex issues, or if you are unhappy with our initial response, we will conduct a detailed investigation. We will acknowledge your Stage Two complaint within 3 working days and provide a full response within 20 working days.

If we require more time to investigate thoroughly, we will keep you updated on our progress.

Who Can Complain?

Anyone who receives, has received, or is affected by the services of this practice can make a complaint. This includes:

  • Patients – Current or former patients of the practice.
  • Representatives – You can complain on behalf of someone else if they have given you their consent. If a patient lacks the capacity to make a complaint, a representative (such as a guardian or someone with Power of Attorney) may act in their best interests.
  • Children – Young people under the age of 16 may make their own complaint if they are deemed to have the capacity to do so under the Age of Legal Capacity (Scotland) Act 1991.

Time Limits

To ensure a fair investigation, you should normally make your complaint within 6 months of the event happening, or within 6 months of becoming aware you have cause for complaint (provided this is no later than 12 months after the event).

Confidentiality and Your Care

We strictly adhere to the rules of medical confidentiality. If you are complaining on behalf of another adult, we will require a signed letter of authority or a completed Third Party Consent Form before we can share any personal medical information.

Please be assured that making a complaint will not negatively affect your future care or treatment. We keep all complaint records separate from your clinical medical notes.

Interpreting Services

We want our complaints process to be accessible to everyone. If your first language is not English, we can arrange for an interpreter to assist you during meetings with the Practice Manager.

To leave feedback or make a complaint about NHS Lothian services, contact:

Patient Experience Team
Waverley Gate
2-4 Waterloo Place
Edinburgh
EH1 3EG

Tel: 0131 536 3370

Email: [email protected]

For further guidance, visit the NHS Lothian Patient Experience Team page.

Independent Advice and Escalation

If you need support in making your complaint, the Patient Advice and Support Service (PASS) provided by Citizens Advice Scotland offers free, independent, and confidential advice to NHS patients. You can also find general information regarding your rights on NHS Inform.

If you remain dissatisfied after we have completed our local investigation and issued a final response, you have the right to ask the Scottish Public Services Ombudsman (SPSO) to review your case.

Scottish Public Services Ombudsman

  • Telephone: 0800 377 7330
  • Online: SPSO Contact Form
  • Address: Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
  • Post: Freepost SPSO (no stamp required)

Statistics and reporting

The Practice must submit to the local primary care organisation periodically/at agreed intervals details of the number of complaints received and actioned.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.