The Doctors, Advanced Nurse Practitioners, Nurses and staff at this Practice are committed to providing high quality healthcare and services to patients. We acknowledge however that there is always room for improvement and that sometimes get things wrong.
If you have a complaint or concern about the service you have
received from the Practice, please let us know. We look positively on complaints as a way of improving our quality of service.
We operate a complaints procedure as part of the NHS Scotland system for dealing with complaints. The Practice complaints procedure meets national criteria.
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 to remedy the situation on the spot if we can.
If possible, Practice Manager (or Assistant Manager) will see you at the time to take some details and to explain the complaints procedure to you. If neither member of staff is available, the receptionist will ask you for your contact details and any other information that you wish to share at that time. These details will be passed on to the manager as soon as possible.
What we will do
Practice Manager will contact you within 3 working days to acknowledge your complaint and initiate a record of all the relevant details including dates, times and the individuals concerned. An investigation will start and if possible we will endeavour to have this completed with resolution within 20 working days
We will look into your complaint to:Find out what happened and what went wrong
- Invite you to discuss the problem with those involved, if you would like this
- Apologize where this is appropriate
- Identify what we can do to make sure that the problem does not happen again.
If you prefer, or feel that you cannot speak to anyone at the Practice, you can telephone or write to the Patient Relations and Complaints Team, NHS Ayrshire and Arran, PO Box 13, Eglinton House , Ailsa Hospital, Dalmellington Road, Ayr,
KA6 6AB. Tel: 01292 513620.
The Complaints Manager can act as an intermediary, if you and the Practice agree.
You need to make your complaint within 6months of the incident that caused the problem OR within 6 months of discovering that you have a problem relating to a specific incident. Depending on the circumstances, this time limit may be extended for a further six months.
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 required unless they are incapable (i.e. due to illness) of providing this.