Let The Practice Know Your Views
Port Glasgow Medical Centre is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
Practice Complaints Procedure
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
Complaining On Behalf Of Someone Else
If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
How to Complain
We hope that most complaints can be sorted out easily and quickly, often at the time they arise and with the person concerned. Where the complaint cannot be resolved at this stage, please contact Mrs Morag Christie (Practice Manager) who will try to resolve the complaint and offer you further advice on the complaints procedure. If your complaint cannot be resolved at this stage, please let us know as soon as possible, ideally within a matter of days.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- within six months of the event you want to complain about, or
- within six months of finding out that you have a reason to complain - but no longer than 12 months after the event.
Mrs Morag Christie, Practice Manager, Port Glasgow Medical Centre, Dubbs Place, Port Glasgow, PA14 5UD. Phone: 01475 705604
Email: ggc.gp86336@nhs.scot
What Shall We Do?
The Practice Manager will acknowledge your complaint In writing within five working days. There may be a delay in this if our Practice Manager is absent. During this time our GP Partners will deal with this as soon as they are able.
The Practice will contact you to discuss or arrange a meeting with you to discuss the complaint, we will then agree with you, how the complaint will be dealt with going forward. The timescale if an investigation is needed is 20 working days. Your complaint should be completed at this time.
When the practice looks into your complaint it aims to:
- Find out what happened and what went wrong
- Make arrangements for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate.
- Identify what the practice can do to make sure the problem does not happen again.
Information about the Ombudsman
The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland. This includes complaints about the NHS in Scotland. If you remain dissatisfied with an NHS board or service provider after its complaints process has concluded, you can ask the SPSO to look at your complaint. The SPSO cannot normally look at complaints:
where you have not gone all the way through the complaints handling procedure
more than 12 months after you became aware of the matter you want to complain about, or
that have been or are being considered in court.
The SPSO's contact details are:
SPSO
4 Melville Street
Edinburgh
EH3 7NS
Freepost SPSO
(You don’t need to use a stamp)
Freephone: 0800 377 7330
Online: www.spso.org.uk/contact-us