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 the practice, please let us know. We operate an informal in-house procedure to deal with any complaints. If you are not happy with any aspect of your treatment from any of the Practice Team you should speak to Linda McArthur, Practice Manager. She will explain the complaints procedure to you and ensure your problem is dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
If your problem has not been dealt with to your satisfaction you may contact:
The complaints Team, NHS Highland, PO Box 5713, Inverness IV1 9AQ Tel. 01463 705 997 Fax. 01463 711 322
Our Practice complaints procedure is part of an NHS system for dealing with complaints and 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 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: 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 2 working days and aim to have looked into your complaint within 10 working days of the date of which you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved. On investigating your complaint we shall aim to:
- Find out what happened and what may have gone wrong;
- Enable you to discuss the problem with those concerned, if you wish;
- Ensure you receive an apology, where 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 some- one 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 oppor- tunity 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. Please contact the Health Board directly using the details noted opposite.
Practice Publication Scheme - Information regarding the GP’s and the practice are available to anyone under the Freedom of Information (Scotland) Act 2002. The Practice Publication Scheme is a full guide to information that is routinely available to the public by Bowmore Medical Practice. It includes information on the Practice:
- Structure, organisation and responsibilities
- Finances and funding
- Standards and targets relating to internal policies Policies and procedures for complaints and employment
To request information please contact the surgery. When requesting please include your name, address and telephone number so we can clarify any details with you.