Comments & Complaints
We attempt to make every effort to give the best service possible to everyone who attends our Practice.
We are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is the case please ask to speak to the Practice Manager who will explain our complaints procedure or, alternatively write to the Practice Manager.
We aim to settle complaints directly as quickly and as amicably as possible, but if this is not the case you may contact the NHS Lothian Complaints Team, 2nd Floor, Waverley Gate, 2-4 Waterloo Place, Edinburgh EH1 3EG.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Scottish Public Services Ombudsman (SPSO)
Tel: 0800 377 7330
Email: firstname.lastname@example.org www.spso.org.uk
Write: The Scottish Public Services Ombudsman, Freepost EH641, Edinburgh, EH3 0BR