We are committed to providing high quality care and treatment to people in our communities through the delivery of safe, effective and person-centred care. We understand, however, that sometimes things go wrong. If you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right.  If we cannot resolve matters in the way you want, we will explain why it’s not possible to do as you suggest. 

 

To lodge a complaint, please send it in writing to the Practice Manager:

 

Finlayson Street Surgery, 33 Finlayson Street, Fraserburgh, AB43 9JW

Tel: 01346 518088

Email: gram.finlaysonadministrator@nhs.scot

 

You can also complain by phone, in writing or by email to:

NHS Grampian Feedback Service, Summerfield House, 2 Eday Road Aberdeen, AB15 6RE

Tel: 0345 337 6338

Email: gram.nhsgrampianfeedback@nhs.scot

 

 

What is a Complaint?

 

We regard 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.
• If you need to complain about something, we encourage you to do so. We also understand that your complaint may involve more than one NHS body or service, or relate to both health and social care services, or it may be about someone working on our behalf. Our complaints procedure covers all of these possibilities.

 

Who Can Complain?

 

Anyone can make a complaint to us. You can complain directly to us, or if you would rather have someone make the complaint on your behalf, we can deal with your representative. This could be a relative, a carer, a friend or any other person that you choose.  We can also give you information about advocacy services, and about the Patient Advice and Support Service, which can help you to make your complaint.  If you agree to someone making the complaint on your behalf, it is important for you to know that we will need to ask for your permission for us to deal with that person.

 

What Can I Complain About?

 

You can complain about things like:

• Your care and/or treatment
• Delays
• A failure to provide a service
• An inadequate standard of service
• A lack of information and clarity about appointments
• Difficulty in making contact with us for appointments or queries
• Treatment by or attitude of a member of our staff
• Scheduled or unschedules ambulance care
• Transport concers, either to, from or within the healthcare environment
• Environmental or domestic issues
• Operational and procedural issues
• Our failure to follow the appropriate process
• Your dissatisfaction with our policy

 

What Can't I Complain About?

There are some things we cannot deal with through our Complaints Handling Procedure.  These include:

• A routine first-time request for a service, for example a request for an appointment or a reques for a specific course of treatment
• A request for a second opinion in respect of care or treatment
• Matters relating to private healthcare or treatment
• Matters relating to services not provided by or funded by the NHS
• A previously concluded complaint or a request to have a complaint reconsidered where we have already given our final decision
• A complaint made by an employee of the NHS Board or health service provider or other person in relation to their employment contract
• A complaint that is being or has been investigated by the Scottish Public Services Ombudsman (SPSO)
• A complaint arising from a suggested failure to comply with a request for information under the Freedom of Information Act
• A complaint about which you have commenced legal proceedings or have clearly stated that you intend to do so, rather than pursue the matter using the NHS Complaints Procedure

 

How Do I Complain?

You can complain in person at the place where you have received care, treatment or advice, or where the incident that you want to complain about happened. You can also complain by phone, in writing or by email.

Wherever possible, we encourage you to speak with a member of staff.  It's easier for us to resolve complaints if you make them quickly and directly to the service concerned.  When submitting your complaint, please tell us:

• Your name, full address and email address
• Full name, address and date of birth of the person affected if you are submitting a complaint on their behalf
• As much information about the complaint
• What has gone wrong
• When did the event(s) occur
• Where the event(s) happened
• How you would like us to resolve the matter

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

 

How Long Do I have To Make a Complaint?

Under normal circumstances, you must make your complaint within six months of the event you want to complain about, or finding out that you have a reason to complain, but not longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit.  If you feel that the time limit should not apply to your complaint, please tell us why.

 

Complaints Process

We have a two stage complaints procedure.  We will always try to deal with your complaint quickly.  If, however, it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.  We will always tell you who is dealing with your complaint. 

Stage 1

We will try to resolve your complaint within five working days where possible.  If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.

Stage 2

We will look at your complaint at this stage if you are dissatisfied with our response at Stage One.

We also escalate some complaints straight to this stage, if it is clear that they are complex or need detailed investigation.

We will acknowledge your complaint within 3 working days, and we will give you our decision as soon as possible. This will be within 20 working days unless we contact you to agree a revisesd timescale.

 

Your Rights

If, after receiving our final decision, you remain dissatisfied you may contact the Scottish Public Services Ombudsman (SPSO) and ask them to consider your case.

We will tell you how to do this when we send you our final decision.

Tel: 0800 377 7330
Tel: 0800 377 7331
E: ask@spso.org.uk
W: www.spso.org.uk

Address for appointments or visting:
Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
Edinburgh EH7 4NS