We welcome feedback and comments on the practice and ideas for improving what we do. You can send these too us via our online feedback form.

Although we aim to provide the highest standard of service possible we may not get it right all the time and there may be occasions when you wish to express dissatisfaction.

Should you wish to make a complaint, please ask to speak to the Business Manager, Lynn McGowan, or write to her at:

Carnoustie Medical Group
Parkview Primary Care Centre
Barry Road
Carnoustie
DD7 7RB

Confidentiality

As with other aspects to do with your healthcare, confidentiality will be exercised at all times. If you are not the patient but wish to make a complaint we can only proceed after obtaining the consent of the patient when it relates to the delivery of care. Please discuss with our Business Manager.

Limitations

Our complaints process is intended to give a clear explanation to a complainant of an adverse event. It is not there to attribute blame, determine if negligence has occurred or to address compensation issues.

We would like you to make your complaint as soon as possible after the event - ideally within a matter of days or at most a few weeks. Any undue delay may prevent us from investigating your complaint fully.

We aim to deal with all complaints as soon as is practical. If the complaint is made in writing we will acknowledge receipt within two working days and aim to have a full response within 20 working days.

Our Response

We aim to provide a satisfactory explanation if a misunderstanding has arisen, to reconcile if there has been a disagreement or give a commitment to improve faulty or ineffective practice policy or procedure.

Your Rights

Should you remain dissatisfied you may contact the Scottish Public Services Ombudsman:

SPSO
Freepost EH641
Edinburgh
EH3 0BR Tel: 0800 377 7330
Fax: 0800 377 7331
Text: 0790 049 4372
Email: ask@spso.org.uk
Web: www.spso.org.uk

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