We make every effort to provide the best service possible to everyone who comes into contact with 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 the case, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If you have a complaint to make, you can either contact the Practice Manager or speak to a staff member directly. We find it easier if you detail your complaint in writing, if you are able to do so, settling out the points of your dissatisfaction with our service. We also actively encourage you to call to discuss complaints. We endeavour to acknowledge any correspondence within 3 working days of receiving it, and to deal with the matter as promptly as possible- usually within 20 working days- dependent on the nature of the complaint.
- Complainants can normally be current or former patients, or their nominated or elected representatives (who have given consent).
- Patients over the age of 16 whose mental capacity is unimpaired should normally complain themselves or authorise someone to bring a complaint on their behalf.
- Children under the age of 16 can also make their own complaint, if they’re able to do so.
If the patient’s lack capacity to make decisions, their representative must be able to demonstrate sufficient interest in the patient’s welfare and be an appropriate person to act on their behalf. This could be a partner, relative or someone appointed under the Mental Capacity Act 2005 with lasting power of attorney.
In certain circumstances, we need to check that a representative is the appropriate person to make a complaint.
- For example, if the complaint involves a child, we must satisfy ourselves that there are reasonable grounds for the representative to complain, rather than the child concerned.
- If the patient is a child or a patient who lacks capacity, we must also be satisfied that the representative is acting in the patient’s best interests.
If we are not satisfied that the representative is an appropriate person, we cannot consider the complaint, giving the representative reasons for our decision in writing.
Timing
A complaint must be made within 12 months, either from the date of the incident or from when the complainant first knew about it.
The regulations state that a responsible body should consider a complaint after this time limit if:
- the complainant has good reason for doing so, and
- it’s still possible to investigate the complaint fairly and effectively, despite the delay.
If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. Only once authority is obtained, will we be able to proceed with the complaint.
Procedure
We have a two stage complaints procedure. We will always try to deal with your complaint quickly. However if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress. At either stage of the process, we may invite you to meet with us either over the telephone or in face to face to the practice to discuss your complaint and how we can resolve it.
Stage one – Early, local resolution
We will try to resolve your complaint within five working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage two.
Stage Two – Investigation
We will look at your complaint at this stage if you are dissatisfied with our response at Stage One.
If it is clear that the complaint is more complex or needs detailed investigation then we would probably bypass stage one and go straight to the Investigation stage.
We will acknowledge your complaint within three working days
We will give you out decision as soon as possible. This will be no more that 20 working days unless there is clearly a good reason for needing more time
Your Rights
If, after receiving our final decision you remain dissatisfied you may contact the Scottish Public Services Ombudsman (SPSO)and ask them to consider it.
We will tell you how to do this when we send you our final decision.
Tel: 0800 377 7330
Tel:0800 377 7331
E:ask@spso.org.uk
W:www.spso.org.uk
Address:
SPSO
Freepost EH641
Edinburgh
EH3 0BR