Complaints

COMPLAINTS PROCEDURE – Information for Patients
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YourGP is committed to providing a high-quality independent healthcare service to all patients. All clinic staff recognise that there may be occasions when patients may wish to complain about some aspect of the service. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal complaints
If you wish to speak to someone about an aspect of the YourGP healthcare service, please try to do so as soon as possible, preferably before you leave the clinic premises. Staff will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.

Written complaints
All written complaints should be addressed to the Practice Manager, at the postal address or by email to feedback@your.gp. Please describe as fully as you can the nature of your complaint stating the following information:

• what you are unhappy about

• when the incident took place, and

• what clinic staff were present at the time.

Your complaint will be acknowledged in writing within three (3) working days of receiving the letter or email.

We will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within twenty (20) working days of the complaint being received. If a full response cannot be given within twenty (20) working days of receiving your complaint, we will write to you to explain the reason for the delay. You will receive a full written response within five (5) days of a conclusion being reached.

Citizens Advice Bureau
You may wish to contact your local Citizens Advice Bureau (CAB) for advice about making a complaint. The nearest CAB to the YourGP clinic is located at Citizens Advice Edinburgh (Dundas Street), 58 Dundas Street, Edinburgh EH3 6QZ; Tel: 0131 510 5510; Email: central@caed.org.uk.

Healthcare Improvement Scotland
You can also make a complaint directly to Healthcare Improvement Scotland (HIS) about the YourGP service. You do not need to complain to YourGP first, although we would prefer that you allowed us the opportunity to deal with your complaint in the first instance. HIS is the organisation that regulates YourGP as an independent healthcare provider in Scotland. The address is: Healthcare Improvement Scotland, Independent Healthcare Team, Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB. (Tel: 0131 623 4342) Email: his.ihcregulation@nhs.scot

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Please be assured that YourGP will deal with all complaints confidentially and following investigation, will consider making changes to the clinic service.