Patient Advice & Support Service

Patient Advice & Support Service Patient Complaint Procedure

P.A.S.S.is part of the Scottish Citizens Advice Bureau (CAB) Service. The service is independent and provides free, confidential information, advice Scottish Public Services Ombudsman and support to anyone who uses the NHS in Scotland. If you are unhappy with the outcome or Calsayseat Medical Group the way your complaint has been PASS will: investigated you can ask the 44 Powis Place - Help clients understand their rights Ombudsman to investigate on your ABERDEEN and responsibilities as patients. behalf. AB25 3TX - Provide information, advice and support for those wishing to give The SPSO will assist you once all Tel: 0845 337 6370 feedback or comments, raise attempts to find a satisfactory outcome concerns to make complaints about have come to a close. health care delivered by NHS Scotland. The ombudsman contact details are: Feedback & Complaint Officers: - Ensure clients feel listened to, - Jackie Cairns supported, and respected when Scottish Public Services Ombudsman Practice Business Manager raising concerns about difficult 4 Melville Street experiences. Edinburgh - Marion Nicolson - Work with the NHS to use feedback EH3 7NS Assistant Practice Manager to improve NHS service provision. Telephone: 0800 377 7330 - Lynne Sutherland Contact details: Reception Co-ordinator. You can access this service by: Website www.spso.org.uk. Telephone : 0845 330 5012 Website: Feedback & Complaint Manager; www.cas.org.uk /Projects/patientadvice Dr Carol Stewart Partner

7/12 . Practice Complaints Procedure If you feel you cannot complain What we shall do If you have a complaint or concern directly to us We shall acknowledge your complaint about the service you have received You should contact the Feedback within 3 working days and aim to have from the doctors or any staff working in Service at NHS Grampian. investigated your complaint within 20 this practice, please let us know. We working days of the date or as soon operate a practice complaints Their details are: as reasonably practicable. procedure as part of an NHS system for dealing with complaints. This leaflet NHS Grampian We shall then be in a position to give explains the procedure we will follow. Feedback Service you an explanation, or offer a meeting St Martins House with those involved. 181 Union Street ABERDEEN How to Complain AB11 6BB Complaints can be made to any member of staff or doctor who will bring Telephone: 0845 337 6338 In investigating your complaint, we it to the attention of a Complaints shall aim to: Officer. At reception there are forms which may assist you. Timescales  Find out what happened and what We hope that most concerns can be went wrong sorted out easily and quickly. If your problem cannot be sorted out in this way  Enable you to discuss the problem Complaining on Behalf of Someone and you wish to make a complaint, we with those concerned, if you would Please note that we keep strictly to the would like you to let us know as soon as like this; rules of medical confidentiality. possible.  Ensure you receive an apology, If you are complaining on behalf of If it is not possible to do that, please let where this is appropriate; someone else, we have to know that us have the details of your complaint: you have permission to do so.  Within 6 months of the incident  Identify what we can do to make that caused the problem; or sure the problem doesn’t happen A note signed by the person concerned  Within 6 months of discovering again. will be needed, unless this is not that you have a problem, provided possible, then their complaint should be this is within 12 months of the brought by the next of kin. incident.