Complaints

Complaints (General)

We make every effort to give the best service possible to everyone who attends our practice.  However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Please use the links below to access our complaints procedure in detail; but as a quick guide 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

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception or you can contact the NHS Grampian Feedback  Team by emailing gram.nhsgrampianfeedback@nhs.scot or writing to Summerfield House, 2 Eday Road, Aberdeen, AB15 6RE or telephone 0345 337 6338.