Practice Complaints Procedure

Complaints Procedure

If you feel dissatisfied with an aspect of the Practice or the with way that you have been treated, this provides details of the Practice Complaints Procedure.

Click the link below to download The Windmill Practice Complaints Handling

The Windmill Practice- NHS Scotland Complaints Handling Procedure

NHS Complaints Handling Procedure

Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.

We operate a complaints procedure as part of an NHS system for dealing with any complaint. Our complaints system meets national criteria. We aim to give the highest possible standard of service and we try to deal swiftly with any problems that may occur. A copy of the following information is available from reception.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be solved in this way, and you wish to make a complaint, we would like you to let us know ( in writing ) as soon as possible – ideally within a matter of days or at the most a few weeks.

Complaints should be addressed to The Practice Manager or any doctor. Alternatively you may ask for an appointment with Dr. Keenan or Dr. Fisher in order to discuss your concerns. They will explain the procedure to you and will make sure that your concerns are dealt with promptly. It will be of  great help if you are as specific as possible about the incident.

What we shall do

We shall acknowledge your complaint within 5 working days as per the document above .

Complaint 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 their permission to do so. A note signed by the person concerned will be needed, unless they are incapable because of illness to do this.

Rights and Responsibilities of the Patient

You as a patient are responsible for keeping and cancelling appointments.

Violent or abusive behaviours from patients are unacceptable and will not be tolerated by Practice Staff. Any incidents will be assessed and appropriate action taken. This may include removal from the Practice list.

Access to personal Patient Records can be arranged by contacting The Practice Manager.  The notes cannot be removed from the Practice.

For More Information Contact:

The Windmill Practice,

Motherwell Health Centre

138-144  Windmill Hill Street


Ml1 1NT