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Complaints ProcedureIf 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
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. This will enable us to establish what happened and why. If it is not possible to do this immediately, please let us have details within 6 months of the incident that caused the problem, OR within 6 months of discovering that you have a problem. (provided that this is within 12 months of the incident.) Complaints should be addressed to MRS J. SLAVIN the Practice Manager, or any doctor. Alternatively you may ask for an appointment with Mrs. Slavin in order to discuss your concerns. She 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 2 working days and aim to have investigated the complaint within 10 working days from the date of your letter. We shall then be in a position to give an explanation, or offer a meeting with those involved. In investigating we shall aim to ensure that you receive an apology, where this appropriate, and identify what we can do to make sure that the problem does not happen again.
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 his permission to do so. A note signed by the person concerned will be needed, unless they are incapable because of illness to do this.
Attached staff or other services We are pleased to accept your comments about health board staff attached to the practice or other NHS services, but because we are not directly responsible for these services, it is necessary to forward your comments to the appropriate body. Complaints regarding Community Nurses should be directed to Mr. Craig Cunningham, General Manager, Motherwell LHCC, Strathclyde Hospital, Airbles Road, Motherwell, ML1 3BW.
Complaining to the Health Board If you feel unable to raise your complaint with us or if you are dissatisfied with the result of our investigation, you should contact the Health Board Complaints Officer: MR. G WALSH, COMPLAINTS OFFICE, LANARKSHIRE HEALTH CARE TRUST, TRUST HEADQUARTERS, STRATHCLYDE HOSPITAL AIRBLES ROAD MOTHERWELL ML1 3BW You may wish to contact the Local Health Council for assistance. The address is CHIEF OFFICER, LANARKSHIRE HEALTH COUNCIL, STRATHCLYDE HOSPITAL, AIRBLES ROAD, MOTHERWELL, ML1 3BW.
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 Mrs. J. Slavin, Practice Manager. The Medical notes can be copied for a small charge per page. The notes cannot be removed from the Practice.
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