Practice Complaints Procedure 

The Glen Medical Practice are committed to providing high quality care and treatment to our patients through the delivery of safe, effective and person centred care. We understand, however, that sometimes things go wrong.  If you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right. If we cannot resolve matters the way you want, we will explain why it’s not possible to do as you suggest. This leaflet tells you about our complaints procedure and how to make a complaint. It includes information about what you can expect from us when we are dealing with your complaint.

 

What is a complaint?

We regard a complaint as:

Any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us:

If you need to complain about something, we encourage you to do so.

Who can complain?

Anyone can make a complaint to us. You can complain directly to us, or if you would rather have someone make the complaint on your behalf, we can deal with your representative. This could be a relative, a carer, a friend or any other person you choose. We can also give you information about the Patient Advice and Support Service, which can help you to make your complaint. If you agree to someone making the complaint on your behalf, it is important for you to know that we will need to ask for your permission for us to deal with that person. 

How to make a complaint

You can complain in person at the place where you received care, treatment or advice, or where the incident that you want to complain about happened. You can also complain by telephone, in writing or by email.

Wherever possible we encourage you to speak to a member of staff. It’s easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you are complaining about. We will always try to resolve any problems on the spot if it is possible to do so. 

When complaining please tell us:

• your full name, address, date of birth, telephone number and your email address.
• your preferred method of contact.
• the full name, address and date of birth of the person affected if you are complaining on behalf of somebody else.
• as much as you can about the complaint.
• what you feel has gone wrong.
• when did this happen.
• where did this happen; and
• how do you want us to resolve this matter.

Giving us this information will help us to clearly identify the problem and what we need to do to resolve matters.

How long do I have to make a complaint?

Normally you must make your complaint within six months of:

• the event you want to complain about; or
• finding out that you have a reason to complain, but no longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why. If we decide that, because of the time that has passed since the incident occurred, we cannot consider your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to review our decision.

Complaints should be addressed to Miss Lyne Dunachie, Practice Manager.  Alternatively, you can ask for an appointment with the Practice Manager to discuss your concerns.  The complaints procedure will be explained to you.  You can make your complaint by phone, by e-mail complaints.theglen@lanarkshire.scot.nhs.uk 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.

What happens when I have complained?

We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:

Stage one – early, local resolution

We shall aim to:  Resolve complaints quickly and 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.

Sometimes we have to make some enquiries before we can respond to your complaint. We will give you our decision at Stage one in five working days or less, unless there are exceptional circumstances.

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

We will look at your complaint at this stage if you are dissatisfied with our response at Stage one. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation. We shall acknowledge your complaint within three working days and aim to have investigated it within 20 working days of when you raised it with us, unless there is clearly a good reason for needing more time.  We shall be in a position to offer you an explanation, or a meeting with the Practice Manager.

When using Stage two we will: acknowledge receipt of your complaint within three working days. Where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for; and give you a full response to the complaint as soon as possible and within 20 working days.

If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated of our progress.

If you are still dissatisfied

If you are still dissatisfied with our decision or the way in which we have dealt with your complaint when we have sent you our full response, you can ask the SPSO to look at it.

You can contact the SPSO

In person                                                                    By Post

Scottish Public Services Ombudsman                        SPSO

Bridgeside House                                                       Freepost SPSO

99 McDonald Road                                                    (You don’t need to use a stamp)        

Edinburgh EH7 4NS                                                              

Freephone: 0800 377 7330 

Website:  www.spso.org.uk

Online contact:  www.spso.org.uk/contact-us

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 independent service which provides free, accessible and confidential information, advice and support to patients, their carers and families about NHS healthcare. The service promotes an awareness and understanding of the rights and responsibilities of patients and can advise and support people who wish to make a complaint to the NHS. Further information and contact details can be found on the PASS web site:

www.cas.org.uk/pass

In line with our 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 information in another language or format, tell us in person or contact us on 01236 737214 or 01236 780700.

You can also contact:

Patients Affairs Department

NHS Lanarkshire

Primary Care Division

Kirklands

Fallside Road

Bothwell

G71 8BB

Tel:  01698 752 800 (press Option 1)

Email: patientaffairs.corporate@lanarkshire.scot.nhs.uk

You can also visit the NHS Lanarkshire website at www.nhslanarkshire.scot.nhs.uk/complaints/ for more information.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Quick guide to the NHS Lanarkshire complaints procedure

 

 

 

Complaint’s 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 five working days if we can.

If you are dissatisfied with our response, you can ask us to consider your complaint at Stage two.

 

 

 

 

 

 

 

 

Stage two: investigation

We will look at your complaint at this stage if you are dissatisfied with our response at Stage one. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation.

We will acknowledge your complaint within three 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

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.