Suggestions & Complaints

Although we make every effort to provide the best possible service to our patients, there may be times when you feel that this has not happened.

We welcome any suggestions or comments you may have on our service.

Complaints Procedure

You can make your complaint in person, by phone, by e-mail or in writing.

We have a two-stage complaints procedure. We will always try to deal with your complaint quickly. But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Stage one:  Early, local resolution

We will always try to resolve your complaint quickly, within 5 working days if we can. Where appropriate this could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem. If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to Stage two. You may choose to do this immediately or sometime after you get our initial decision

Stage two: Investigation

This stage deals with two types of complaint: those that have not been resolved at Stage one and those that are complex and require detailed investigation. We will acknowledge your complaint within 3 working days.  We will give you our decision as soon as possible.  This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

The Scottish Public Services Ombudsman (SPSO)

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the SPSO to consider it. We will tell you how to do this when we send you our final decision.

Getting Help To Make Your Complaint

We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service as long as the person has given their permission for us to deal with that person.  We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.

The Patient Advice and Support Service (PASS) is an organisation that provides free confidential advice and support to patients and other members of the public in relation to NHS Scotland. The service promotes an awareness and understanding of the rights and responsibilities of patients and can advice and support people who wish to make a complaint to the NHS.  Further information and contact details can be found on the PASS website:

www.patientadvicescotland.org.uk

We are committed to making NHS services easy to use for all members of the community. In line with out statutory equalities duties, we will always ensure that reasonable adjustments are made to help you to access and use our services.  If you have trouble putting your complaint in writing, or want this information in another language or format, tell us in person or contact us by phone.

A leaflet, which has full details of our complaints procedure, can be picked up from the Health Centre reception or can be downloaded from the ‘Further Information’ list on our Home Page

Keith Health Centre – Complaints Handling Procedure Leaflet ( Nov 2018)