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Mairches Medical Practice Feedback and Complaints Procedure

Feedback is important to the Practice and enables us to refine and improve our service. If you would like to provide us with feedback we would love to hear from you, please complete the form below.

We understand that sometimes situations arise which lead to patients wishing to make a complaint. If you have a complaint or concern about the service you have received from this Practice, please let us know.  We operate a practice complaints procedure that meets national criteria and is aligned with NHS Borders complaints procedure.

 

How to complain

We hope that most problems can be resolved easily and quickly, ideally at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a formal complaint, please let us know as soon as possible.

We must have details of your complaint within 12 months of the incident.

Grievances should be addressed to Mrs Lisa Galbraith, Practice Manager. Complaints can be submitted by utilising the online feedback form (select ‘complaint’ in the drop down), in writing or alternatively, you may prefer a private appointment with Mrs Galbraith who will explain the complaints procedure and ensure that your concerns are dealt with promptly.

What we will do

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.

 

Complaining on behalf of someone else

Please note that we are bound by the rules of medical confidentiality.  If you are complaining on behalf of someone else, we must have that person’s written permission.

We appreciate Patient engagement, feedback is important to the Practice and enables us to refine and improve our service.

Additional Support

If you are unsatisfied with the response to your complaint you can contact the Scottish Public Services Ombudsman who will consider complaints after you have been through the local complaints process.

The SPSO cannot normally look at:

  • a complaint that has not completed our complaints procedure
  • events that happened, or that you become aware of, more than 12 months ago
  • a matter that has been or is being considered in court

 

The SPSO contact details are;

Scottish Public Services Ombudsman
Freepost EH641
Edinburgh
EH3 0BR
Freephone 0800 377 7330
Fax 0800 377 7331
Text Number 0790 049 4372

 

Who else can help me?

Patient Advice & Support Service Scotland, (delivered independently by the Citizens Advice Network) are able to assist you with making a complaint:

https://pass-scotland.org.uk/

 

For matters involving other NHS facilities:

If your complaint is about a General Practice you should complain to the practice directly. All of these independent contractors follow the same feedback and complaints procedures as NHS Borders. Only in exceptional circumstances may NHS Borders be able to assist you in making a complaint about an Independent Contractor such as a GP, Dentist, and Optometrists etc. If you require to discuss this further, please contact the Patient Experience Team using the contact details below.

 

For complaints about other NHS Services/Facilities (including CTAC, Pharmacy, Podiatry & Physiotherapy who are often based out of your GP Surgery), you should contact the Health Board’s complaints officer at the undernoted address for further advice:

Complaints Officer,
NHS Borders Patient Experience Team
Borders General Hospital
Melrose
TD6 9BS
Tel: 01896-826719