Practice Complaints Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the 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. Our complaints system meets national criteria.
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 in 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 this is not possible, 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
Complaints should be addressed to the Practice Manager, Mr Mark Deans or any of the doctors. Alternatively, you can complete a complaints form, available from Reception, which will be passed to the Practice Manager or you may ask for an appointment with the Practice Manager in order to discuss your concerns. He will explain the complaints procedure to you and make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we shall do
We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 20 working days of the date when you raised it with us. 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
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 (because of illness) 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. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But 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 should contact
Patient Relations & Complaints Team, Eglinton House, Ailsa Hospital, Dalmellington Road, Ayr KA6 6AB