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Complaints Procedure

Patient Information Leaflet - Practice Complaints Procedure

(Updated March 2015)

 Practice Complaints Procedure

 At Wester Hailes Medical Practice we aim to provide our patients with a high standard of medical care. We do however accept that on occasion we may get it wrong. If you have a complaint or concern about the service you have received from the Doctors or any of the Staff working in the practice please let us know. We operate a Practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national guidelines.

 How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and 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 or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

-    within 6 months of the incident that caused the problem or

-    within 6 months of discovering that you have a problem

provided this is within 12 months of the incident.

Complaint should be addressed to the Practice Manager or any of the Doctors. Alternatively, you may ask to speak with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It would be very helpful if you are as specific as possible about your complaint.

What we will do

 We will acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the day that you raised it with us. We should then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint, we will aim to:

-          Find out what happened and what may have gone wrong.

-          Enable you to discuss the problem with those concerned, if you would like this.

-          Ensure you receive an explanation and an apology where this is appropriate.

-          Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (through ill health) of providing this.

Complaining to the Health Board

We hope that if you have a problem you will make use of our practice complaints procedure as we believe this will give us the best chance of putting right whatever has gone wrong and will give us an opportunity to improve our practice or procedures and ensure that your complaint is resolved satisfactorily.

This does not affect your right to approach the Health Board, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

 You can contact the Health Board at:

 NHS Lothian Complaints Team

2nd Floor Waverly Gate

2-4 Waterloo Place


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