The Stonelaw Practice

Complaints

How to Complain

We hope that most problems can be sorted out quickly and with little fuss and so we invite you to speak directly to the Practice Manager, Mrs Christina McCutcheon, in the first instance. If she cannot see you immediately, and the Deputy Complaints Manager, Mrs Alison McFarlane, is not available, you will be given the earliest possible appointment to discuss the matter.

If you feel your problem cannot be sorted out in this way, please write to us as soon as possible after the event with the details. This will allow us to establish exactly what happened more easily. At the very latest, you must inform us 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 initial incident.

Written complaints should be addressed to Mrs McCutcheon who will make sure that your concerns are dealt with promptly.

The Next Step

When we receive your complaint, we will acknowledge it within 3 working days. Your complaint will be investigated and the result of the investigation will be sent to you within 10 working days, beginning on the date on which the complaint was made or, where that is not possible, as soon as reasonably practical. We should then be in a position to give you an explanation or to offer you a meeting with those involved, if you wish.

Complaining on Another's Behalf

Since the rules of medical confidentiality are applied strictly in this practice, we have to know that you have permission to complain on behalf of another person. We require a note signed by the person concerned giving you their permission to proceed with the complaint on their behalf. We appreciate that there may be cases where illness makes this impossible, however.

Further Advice

If you are dissatisfied with the results of our investigation into the matter, you may contact the Scottish Public Service Ombudsman at the undernoted address:

The Scottish Public Service Ombudsman

FREEPOST EH641

EDINBURGH

EH3 0BR

PLEASE NOTE THAT WE ALSO WELCOME YOUR COMMENTS OR SUGGESTIONS ON ANY ASPECT OF OUR SERVICE.