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Complaints, Comments and Praise

Duty of Candour

All clinicians have a Duty to inform patients should they discover that by and act, or omission, the patient's health has been damaged; this duty is known as the Duty of Candour.  Usually, in General Practice, we wind out about such instances via a patient complaint, rather than discovering the error ourselves, in which case the Duty of Candour extends to being honest about the level of harm that has been caused and why the event happened. 

Each year, from April 2019, we are required to publish a Duty of Candour report.  Our report for 2018-19 is here:

Duty Of Candour Report

Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the Practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – as this will enable us to establish what happened more easily.

If it is not possible to do this, please let us have details of your complaint:

  • within 6 months of the incident that caused the problem or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident

You will receive an acknowledgement and a reply. For more information and a form to record your concern, please pick up a leaflet from the reception area or ask at the desk.

Complaint Form



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