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Calsayseat Medical Group

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Practice Complaints Procedure

 

If you have a complaint or concern about the service you have received from the doctors or any staff working in this practice, please let us know.  We operate a practice complaints procedure as part of an NHS system for dealing with complaints.  This leaflets below outline the process.

How to Complain

Complaints can be made to any member of staff or doctor who will bring it to the attention of a Complaints Officer.  At reception there are forms which may assist you, or you can download them from the bottom of this page. We are happy to communicate by email with patients with regard to feedback. However, we legally require in writing that you wish to communicate this way. The email address can be provided on request from the practice and you can use the complaints form at the bottom of this page to help you.

Complaining on Behalf of Someone

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 permission to do so. 

 

 

A note signed by the person concerned will be needed, unless this is not possible, then their complaint should be brought by the next of kin.

If you feel you cannot complain directly to us

You should contact the Feedback Service at NHS Grampian.

 

 

NHS Grampian

Feedback Service

St Martins House

181 Union Street

ABERDEEN

AB11 6BB

 

Telephone: 0845 337 6338

 

Timescales

We hope that most concerns can be sorted out easily and quickly. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible.

 

 

If it is not possible to do that, please let us have the 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.

.

What we shall do

We shall acknowledge your complaint within 3 working days and aim to have investigated your complaint within 20 working days of the date or as soon as reasonably practicable.

 

We shall then be in a position to give you an explanation, or offer a meeting with those involved.

 

 

In investigating your complaint, we shall aim to:

 

 

·        Find out what happened and what went wrong

 

·        Enable you to discuss the problem with those concerned, if you would like this;

 

 

·        Ensure you receive an apology, where this is appropriate;

 

·        Identify what we can do to make sure the problem doesn’t happen again.

 

 

Download Complaint/Comments form here: