Complaints Policy

Making a complaint about Dalhousie Medical Practice

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that sometimes things can go wrong. If you are unhappy with something that we have done or not done, please let us know and we will try to put it right. We will always try to settle the matter as quickly and amicably as possible.

Although we are an independent practice with our own policies, 

we adhere to the principles of the NHS Scotland complaints policy.  

What is a complaint? 

The NHS regards a complaint as “any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf”.

Who can complain?

• You can make a complaint if you are, or are likely to be, affected by something that our practice have done or failed to do.
• If you are complaining for another person, we will need to check that the person has agreed to you making the complaint on their behalf. 

You can complain for another person if:

• the person is a child and you are their parent, guardian or main carer and they are not mature enough to understand how to make a complaint – but if they are mature enough, they can make a complaint themselves or agree to someone else complaining on their behalf
• you have a welfare power of attorney or a welfare guardianship order for someone who cannot make decisions for themselves
• you are a relative of, or were in a relationship with, a patient who has died and you are concerned about how they were treated before they died, or
• you are acting as an advocate for the patient.

What can I complain about?

Things you can complain about include:

• care or treatment you have had or are having in the practice
• any practice staff member involved in your care
• how our services are organised if this has affected your care or treatment.
• anything else to do with the practice or premises

If your complaint also involves another part of the NHS, including services provided by NHS Lothian, then staff may need to pass it on to someone there. They will explain how your complaint will be handled and who will respond to you. 

Complaints and issues which are dealt with under different procedures

Some things you may wish to complain about are not handled through the practice complaints procedure. These include:

• private health care or treatment
• services not provided by the practice 
• anything you are taking legal action about
• A previously concluded complaint where we have given our final decision
• A complaint that is being or has been investigated by the Scottish Public Services Ombudsman 

Staff receiving complaints like this will refer the matter to the appropriate person and inform you of this and the procedure to be followed. 

How do I complain?

If you can, first talk to a member of staff involved in your care. If you do this, they can try to sort out your complaint on the spot. 

If you cannot or you do not wish to do this, you can ask to speak to a complaints handler. You can do this by calling the practice on 0131 370 3999, by speaking to the receptionist at the reception front desk, or by emailing the practice using our secure online form

When you get in touch, it would be helpful if you could give us the following information:

• your full name and address (and the patient’s full name and address if you are complaining for someone else)
• as much helpful information as possible about what happened, where it happened and when
• information about how you want the matter to be resolved, and
• how you would like to be contacted to discuss the complaint further

Giving us this information will help us clearly identify the problem and what we need to do to resolve things.

How long do I have to make a complaint?

The NHS has a time limit for complaints, which we adhere to. Normally, you must make your complaint within six months of:

• the event you want to complain about, or
• finding out you have a reason to complain, 

but no longer than 12 months after the event itself.

However, if you feel the time limit should not apply to your complaint, please speak to the person dealing with it. A complaint can sometimes be accepted after the time limit.

You can complain to the Scottish Public Services Ombudsman about an NHS decision not to accept your complaint.

What if I change my mind after I’ve complained?

You can change your mind about making a complaint at any time. Please let the person handling your complaint know as soon as possible.

What happens when I complain?

We aim to resolve complaints quickly and as close to the point of service as possible. This could mean an on-the-spot apology and an explanation if something has clearly gone wrong, and immediate action to resolve the problem. 

The practice has a two-stage complaints procedure. There’s also the right to take your complaint to the Ombudsman if you are unhappy with our investigation. 

Stage 1: Early resolution

If your complaint is straightforward and can be easily resolved, staff will try to sort it out in five working days or less, unless there are exceptional circumstances. This stage of the complaints process is called ‘early resolution (Stage 1)'

Stage 2: Investigation

If your complaint is more serious and complex, or has not been resolved at the early resolution stage, it will need to be investigated. This is called the ‘investigation (Stage 2)'

At the investigation stage, staff will write to you within three working days to acknowledge your complaint. They may also get in touch by phone to discuss your complaint with you and to understand what outcome you are looking for. 

When will I get a full response?

Staff will write to you with a full response within 20 working days of receiving your complaint at the investigation stage.

This response should:

• show that staff have looked into your complaint
• reply to all the points you made
• offer you an apology if things have gone wrong
• explain what action has been taken or will be taken to stop what you complained about happening again
• if necessary, explain why the NHS cannot do anything more about some parts of your complaint
• offer you the chance to talk to a member of staff if there is anything in the letter you don’t understand, and
• include information about the Scottish Public Services Ombudsman in case you are unhappy with the response or the way your complaint has been handled and you want to take things further (see page 11 for more information).

In some cases, we may need more time to give you a full response and we may not be able to keep to these times. If this happens, staff will let you know and tell you why.

What if I’m not happy about the way the practice has handled my complaint?

If the practice has fully investigated your complaint and you’re still not happy, you can ask the Scottish Public Services Ombudsman to look at it. 

The Ombudsman cannot normally look at:

• a complaint that has not completed our complaints procedure, so please make sure it has done so before contacting the Ombudsman
• events that happened, or that you became aware of, more than 12 months ago, or
• a matter that has been or is being considered in court.

You can contact the Ombudsman:

In person: If you would like to visit in person, you must arrange an appointment first by phoning 0800 377 7330. 

Scottish Public Services Ombudsman

Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS SPSO They are open Monday, Wednesday, Thursday and Friday 9am to 5pm; Tuesday 10am to 5pm.

By post: Freepost SPSO (This is all you need to write on the envelope, and you don't need to use a stamp.)

Online: via the Ombudsman website

How to find out more

To discuss anything relating to complaints, call the practice on 0131 370 3999, speak to the staff member at the reception front desk, or email the practice using our secure online form.

To complain about services provided by NHS Lothian, please contact them directly. Details can be found on the NHS Lothian website