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Comments & Complaints

suggestionsOur aim is to provide a caring, efficient and high quality service.

We are happy to hear any suggestions you have to improve this. We make every effort to give the best service possible to everyone who attends 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 so, we would wish for the matter to be settled as quickly, and as amicably as possible.

Simply contact the Practice Manager, Lorraine Flett, and she will set all the necessary wheels in motion.

You will receive a written acknowledgement within two working days, and a full reply within ten working days wherever possible.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0800 377 7330
Write: SPSP, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS

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