Firrhill Medical Centre Complaints Procedure
We try extremely hard to provide the best possible medical care and service to our patients but unfortunately things do sometimes go wrong. All complaints are taken very seriously and this document explains our Lothian and NHS approved complaints procedures.
How can I make a complaint?
You should contact our practice manager, Ms Karen Ritchie in person, in writing or by telephone on 441 3119.
When will I hear from you?
Your complaint will be acknowledged within 3 working days and you should receive a full response within 10 days. Most complaints can be sorted out straight away but occasionally we will need extra time to fully investigate a complaint and if this is the case, you will be notified in writing.
What if I don’t feel able to complain directly to the practice?
If you would prefer to talk to someone who is not involved in your care, you can contact the Complaints Officer, NHS Lothian Complaints Team on 0131 465 5708. For general advice about how to make a complaint you can also speak to the NHS helpline on 0800 22 44 88.
When can I make a complaint?
Please try to make your complaint as soon as possible after the event. We will normally only investigate complaints made within 6 months of the event or within 6 months of realising that you have reason to complain provided that it is not more than 12 months since the event.
Who do I address a complaint to about other NHS care?
- GP out of hours/ District nursing/ Health visitors – NHS Lothian Primary and Community Division on 0131 465 5708
- NHS 24 – phone 0141 337 4501
- Care at Royal Infirmary and Liberton Hospitals – phone the Patient Liaison Officer on 0131 537 2390
- Scottish Ambulance Service – phone the General Manager on 0131 446 2600
- St John’s Hospital – phone the Complaints Officer on 01506 522157
- Care at Western General Hospital – phone the Patient Liaison Officer on 0131 537 2390
What if I am not happy with the practice response?
If you have been through the practice complaints procedures and remain dissatisfied you can ask the Scottish Public Ombudsman to investigate. The Ombudsman is independent and has the discretion to decide which cases to take on.
- Scottish Public Services Ombudsman 4 Melville Street EH 3 7NS, Tel 0800 377 7330