We always try to give you the best service possible, but there may be times when you feel that this has not happened. If you have comment, suggestion or complaint about the service we offer please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. This procedure meets both national and local criteria and has received accreditation from the Health Authority.
How to Complain
We hope that problems can be sorted out easily and quickly, often at the time they arise 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 couple of days – as this will help us to establish what happened more easily. If it is not possible to do that, please let us have the 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 and this is within 12 months of the incident.
Your complaint should be addressed to Mark Armstrong, Practice Manager. If you do not wish to put your complaint in writing, please make an appointment to see the practice manager to discuss your concerns. He will then explain the complaints procedure to you and make sure that your concerns are dealt with promptly.
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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) to do so.
What we will do
We aim to have looked into your complaint within ten working days. However if, due to unavailability of a GP, we feel that we will not be able to answer your complaint within 10 working days we will acknowledge receipt of your letter and give a timeframe of when we will be in a position to give a response to your complaint. We will then either write to you with an explanation of what happened, or offer you a meeting with the people involved. When we look into your complaint, we will aim to:
Find out what happened and what went wrong. Make it possible for you to discuss the problem with those concerned, if you would like to do so. Make sure that you receive an explanation, and/or apology if appropriate. Tell you of any action to be taken to make sure that the problem does not happen again.
Complaining to the Health Authority
We hope that, if you experience a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and provide an opportunity to improve our practice.
This does not affect your right to approach the Health Authority. If you feel that you cannot raise your complaint direct with, or are dissatisfied with the result of our investigation, you may contact the Health Authority. You may request that the Health Authority Convenor instigate an Independent Review. This should be made within 28 days of the date of your letter to us.
Your contact at the Health Authority is:
Mrs Martha McCrea, Complaints Co-ordinator
NHS Ayrshire & Arran,
Eglinton House, PO Box 13
Ailsa Hospital ,
Telephone: 01292 513600