Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone.
The practice will endeavour to provide a formally trained chaperone upon request, but patients would help us by requesting a chaperone when booking an appointment where a chaperone is required. This may mean rescheduling appointments in order to meet this need.
A doctor, nurse or other health care professional may also require a chaperone to be present for certain consultations.
If you have a complaint or concern about the service you have received from the doctors or any members of staff working in this practice, please let us know. We operate a practice complaints procedure as part of the 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 it is not possible to do that, please let us have details of your complaint either within six months of the incident that caused the problem or within six months of discovering that you have a problem, provided this is within twelve months of the incident.
Complaints should be addressed to our Practice Manager or any of the doctors. Alternatively, you may ask for an appointment our Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will 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 3 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 does not 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 Scottish Public Services Ombudsman
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. If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
You should contact The Scottish Public Services Ombudsman, Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS. Tel: 0800 377 7330 or FREEPOST SPSO
Freedom of Information (Scotland) Act 2002
Information relevant to our surgery under the Freedom of Information Act can be accessed at the surgery. If you would like us to supply you with a paper copy of the information please contact the Practice Manager.
Violent or Abusive Patients
We reserve the right, in line with the NHS Zero Tolerance Policy, to exclude any individuals who are violent or abusive to the Doctors, the staff or any persons on the practice premises or in the place where treatment is being provided.