Complaints and feedback

We make every effort to give the best service possible to everyone who attends our practice.  However, we are aware that things can go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would like the matter to be settled as quickly, and as amicably, as possible.

Mossend Surgery    Complaints Procedure

How to complain

We constantly strive to give you the best care and attention possible.  We are always keen to hear any comments or suggestions about our services.  You either can speak or write to our Practice Manager.

Complaints

We are always prepared to listen to any complaint about any aspect of our service.  Please refer to the following guidelines when making a complaint.

·         Complaints will only be addressed when made by the individual to whom the complaint pertains, unless that individual is a minor, or written permission has been given by an adult (unless they are incapable of providing permission due to illness or incapacity)

·         Complaints will usually only be investigated if they are made within six months of the event or made within six months of you realising you have something to complain about, as long as that us not more than twelve months after the event itself.

Verbal Complaints

·         If you wish to make a verbal complaint, a member of the office staff will initially take a note of your contact details and the nature of your complaint.  This will then be passed to the Practice Manager.  You will then be contacted (normally within 24 hours) by telephone to discuss the complaint directly with our Practice Manager, or sometimes one of the GPs.  We strive to resolve complaints quickly and efficiently.

·         If a verbal complaint remains unresolved, the patient should put their complaint in writing to the Practice Manager

Written Complaints

·         Written complaints will be acknowledged within two working days.

·         We will make every effort to investigate and resolve written complaints within four weeks.

·         If a satisfactory resolution of the complaint is not achieved within the practice, or if the complainant is unwilling to discuss the complaint directly with the practice, they can write to Patient Services Department, Kirklands Hospital, Fallside Road, Bothwell G71 8BB.  Phone 01698 752800 (option 2).

·         You must state in writing your remaining grievances within four weeks of receiving the outcome of your investigation into your complaint.  Patient services can arrange for an independent review of your complaint.