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. If, however, you feel that the matter is of a more serious nature you should address your complaint, in writing, to the Senior GP Partner – Dr Annabel Ross. You should state quite clearly what your complaint is and the outcomes that you wish to have.


Complaints Policy

Complaint

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 that you choose. We can also give you information about advocacy services, and 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.

Address
Street Address Address Line 2 City County / State / Region ZIP / Postal Code Country
Name
First Last
Contact telephone number
Required if you would like to be contacted by telephone. Please be advised that the Practice's telephone number is defaulted, for confidentiality purposes, as number withheld.
Email
Name (if completing the complaint on behalf someone else)
Full name & Address and date of birth of the person affected if you are complaining on behalf of somebody else.
Title of Complaint*
Title of what you are dissatisfied with.
Date of complaint
Try and give the date of the complaint or use both date fields to give us an idea of the date parameters of the complaint.
Date Format: DD slash MM slash YYYY
Outside date parameters of the complaint
The outside date parameters of the complaint - use both date fields if the complaint ranges between two date periods.
Date Format: DD dash MM dash YYYY
Your complaint*
Please give as much information about the complaint as you can; including dates and times, as well as names as required.
Outcomes*
Please indicate the outcome(s) that you wish to have from your complaint.
CAPTCHA
Consent*
I agree to the privacy policy.
Signature*
Phone
This field is for validation purposes and should be left unchanged.

Complaints (GDPR)

If your complaint is GDPR related then you should contact the Practice Manager, in the first instance, stating what your complaint is and the outcomes that you wish to achieve.

If you are not satisfied with this response or you wish to complain about any aspect of the handling of your request, then you should contact the Practice Manager in the first instance. If you remain dissatisfied then you may apply for an independent internal review by contacting the Senior Partner – Aberlour Medical Practice.

Alternatively you may take your complaint to the Information Commissioner. Please note that under Section 42 (Request for Assessment) of the Data Protection Act 1998 you may take your complaint to the Information Commissioner at any time, without the need for an internal review. Further details of the role and powers of the Information Commissioner can be found on the Commissioner’s website, http://www.ico.gov.uk.

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