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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, or alternatively use the suggestion box which can be found to
the right side of the reception desk.
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.
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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).
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Complaints will usually only be investigated if they are made
within six months of the event or made within six months of you realising that
you have something to complain about, as long as that is not more than 12 months
after the event itself.
Verbal Complaints
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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 our practice manager. You will then be contacted (normally within 24
hours) by phone to discuss the complaint directly with our Practice Manager, or
sometimes one of the GPs. We strive
to resolve complaints quickly and efficiently.
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If verbal a complaint remains unresolved, the patient should
be put their complaint in writing to the Practice Manager.
Written Complaints
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Written complaints will be acknowledged within two working
days.
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An explanation will be provided within two weeks.
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We will make every effort to investigate and resolve written
complaints within four weeks.
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If 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 the Complaints Advisor:
Complaints Advisor
Lothian Primary Care NHS Trust
Primary and Community Service Development
Blackford Pavilion
Astley Ainslie Hospital
133 Grange Loan
Edinburgh EH9 2HL
Tel: 0131 537 9269
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