Complaints Policy

 

We strive to provide an open and high quality service to all our patients but understand that on occasion incidents can occur and people can be unhappy. We hope to resolve the vast majority of these at the time with open and honest communication without the need for a formal complaint.

In the event of you wishing to lodge a formal complaint please see our formal policy below.

Informal Complaints

These can be made at any time to any member of staff and we will endeavour to deal with them at the time with open and honest communication.

Formal Complaints

A complaint can be made verbally to any member of staff or in writing to the Clinic Manager.

Following receipt of a complaint we would try and address the issue at the time. If this was not possible or the complaint was too serious then we would follow the following process:

Investigation

We would aim to complete this in no more than 28 days from the date of the complaint. We would then offer a meeting to discuss the outcome of the investigation.

You would be welcome to bring a friend or advocate to this meeting if you wish.

You would be kept informed throughout this process and advised in writing if there was a delay to this process.

Meeting

We would meet to share the outcome of the investigation and would aim to reassure you that the complaint had been taken seriously.

A detailed response and where appropriate apology would be offered and this would also be provided in writing.

Duty of Candour

Central to our philosophy is a duty of candour and as such we expect all staff to be honest and open throughout any adverse incident or complaint. 

Follow-up

Details of the complaint and outcome would be recorded in our complaints records.

 

We would hope this process would resolve the vast majority of complaints. If the complainant was still not satisfied they would be advised that they should contact the Healthcare Regulator anytime during the process at:

Healthcare Improvement Scotland

Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB

0131 623 4342

hcis.complaints@nhs.net

You should include your name, address and postcode.