We value all types of feedback from our patients.
If you have a comment, concern or suggestion about the service that you have received from the doctors or staff working for this practice (positive or negative), please let us know.
You can send your comments/suggestions to us via this website using the Contact Details page. You can call us to speak to any member of the team or forms are available at the practice reception. Feedback from our patients is important to us and always welcome.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
Citizens Advice Scotland (CAS) offer free advice and support for people who wish to give feedback, make comments, raise concerns or make a complaint about treatment and care provided by the NHS in Scotland. For more information visit the Citizens Advice Scotland website or call the local CAS office on 01397 705311.
If you wish to make a complaint, you can make your complaint in person, by phone, by email or in writing. Any member of the practice team can help you with this process, which is explained in our information leaflet Tweeddale Medical Practice Complaints Handling Procedure.
We would aim to deal with any problems both quickly and effectively. You will receive an acknowledgement within three working days, we will attempt to resolve your complaint in five working days. If it is clear that your complaint is complex and/or needs further investigation, we will respond with a full explanation as soon as possible and within 20 working days.
It would be helpful if you could inform us of any problems as soon as possible after the incident has taken place, and at the latest, within 12 months.
In investigating your complaint, we aim to:
- Find out what happened and what went wrong
- Enable you, if you would like, to discuss the problem with those concerned
- Ensure you receive an apology, if appropriate
- Try to prevent the same thing happening in the future
If you are complaining on behalf of some else, in order to maintain patient confidentiality, we will require to know that you have their permission to do so.
If you would like to make a suggestion that you feel could improve the service we offer patients, please let us know by using the suggestion forms available from reception or by discussing with a member of staff.