Suggestions/Complaints

THE OLD MACHAR MEDICAL PRACTICE

Suggestions:

We welcome suggestions for improving our services, and these should either be left in the prescription request boxes at each reception desk, or addressed to the practice manager.

Feedback from you as patients is vital to allow us to improve the services we offer.

Complaints:

All the Doctors and Staff in the Old Machar Medical Practice hope that we are offering an effective and efficient service. However, in view of the complexity of problems we deal with, we cannot guarantee that everything will always be perfect.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily.

Complaints should be addressed to the Practice Manager or to any of the doctors in the practice. Alternatively ask for an appointment with the Practice Manager to discuss the problem. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It would be a great help if you can be as specific about the complaint as possible.

What we shall do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days from the date you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint we aim to:

	Find out what happened and what went wrong.
	Enable you to discuss the problem with those concerned.
	Ensure you receive an apology where this is appropriate.
	Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone

If you are complaining on behalf of someone else, please be aware that this Practice is bound by strict rules of medical confidentiality and we cannot divulge a patient's medical history unless we have their permission to do so. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. A form for this purpose is available at the practice upon request.

Complaining to NHS Grampian

We hope that if you have a problem you will make use of our complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong. This however does not affect your right to approach NHS Grampian if you feel that you cannot raise your complaint with us or you are dissatisfied with the results of our investigation. You should contact: Complaints Officer, NHS Grampian, Westholme, Woodend Hospital, Aberdeen for further advice.

How can you help us avoid problems

The majority of problems arising between the primary health care team and patients are ones of communication. You can help us avoid these in a number of ways.

	If you feel unhappy about anything please say so at the time. We will not take offence and will be happy to try and put matters right immediately.
	If you are unsure about any information given to you either clinical or about medication please ask for it to be repeated or written down.
	If you feel that a member of staff has not dealt with your problems adequately please ask to speak to the supervisor or Practice Manager.
	Be prepared to give some clinical details if asking for an urgent appointment or call. The receptionist will be able to help you better if they understand your situation.
	If you have worries about clinical problems please ask to speak to a doctor.

Please help us to help you.

Send mail to ? Old Machar Medical Practice Administrator with comments about this web site. Please do NOT sent any medical questions via email. The practice are unable to answer any medical questions via email due to security issues.

Disclaimer: The information given in these pages is provided for information only. Whilst every care has been taken to ensure that the information is accurate, the author cannot accept responsibility for any errors or omissions which have occurred and no responsibility will be taken by the author for events arising from use of the information provided. Although the advice for patients is as comprehensive and accurate as possible, it is only general and should not be used as a substitute for the patient consulting their own doctor..

The Old Machar Medical Practice is not responsible for the content of external Internet sites. These links are provided as a convenience to the visitor and their inclusion does not imply our endorsement.