Comments & Complaints

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or email gram.bydandadministrator@nhs.scot.

We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Board. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please write to our practice manager. A decision will then be made on how best to undertake the investigation.

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 10 working days of the date you raised it with us. We shall aim to give you an explanation, or offer a meeting with those involved within 28 working days. In investigating your complaint, we shall aim to:

• Find out what happened and what went wrong.
• Enable you to discuss the problem with those concerned, if you would like this.
• Ensure you receive an apology, where this is appropriate.
• Identify what we can do to make sure the problem doesn’t happen again.