How You Can Make a Complaint or Comment
We operate a practice complaints procedure for dealing with complaints. This system meets national criteria. If you wish to make a complaint, then you can approach any member of the practice team. We would aim to deal with any problem both quickly and effectively. You will receive a copy of the complaints procedure detailing the time scales for us to respond. 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 6 months.
In investigating your complaint, we aim to:
- Find out what happened, 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 someone else, and in order to maintain patient confidentiality, we will require to know that you have their permission to do so.
If you would prefer to talk to someone who is not involved you can telephone or write to:
NHS Grampian Feedback Service, Summerfield House, 2 Eday Road, Aberdeen. AB15 6RE
Tel: 0345 337 6338
E-mail nhsgrampian.feedback@nhs.ne
You can see more detailed information on the NHS Complaints procedure at www.nhsgrampian.org
If you would like to make a suggestion that you feel could improve the service we offer to patients, please let us know by using the suggestion box, completing the form on our website or by discussing with a member of staff.
This practice is part of Moray Health & Social Care Partnership
Name, address & telephone number of health board where details of primary medical services in the area may be obtained
Pam Gowans ,Chief Officer
Moray Health and Social Care Partnership
Moray Council, High Street, Elgin
IV30 1BX Tel: 01343 567126
pamela.gowans@moray.gcsx.gov.uk
This practice is part of Moray Health & Social Care Partnership
Freedom of Information (Scotland) Act 2002 came into force on 1st January 2005 and enables any person requesting information from a public body to receive that information, subject to certain exemptions. This is to encourage public authorities, (including GP Practices) to be more open and accountable and organise their information in an efficient and accessible way.
This excludes personal data.
GENERAL DATA PROTECTION REGULATIONS (GDPR)
What is GDPR? This is a new law that determines how your personal data is processed, kept safe and the legal rights that you have in relation to your own data. The regulation applies from 25 May 2018. Detailed information is contained in the document below.
General Data Protection Regulation (GDPR) 2018
Confidentiality of Records. All staff are bound by a strict code of confidentiality. On the grounds of clinical need, the attached Allied Health Professionals (e.g. Physios, district nurses, pharmacist) may require access to your records.
Practices undergo regular visits by external assessors, whose purpose is to verify the process of the practice’s quality of care to the patient, therefore they may need to view records of a random number of individual patients. The visiting team adheres to a strict code of confidentiality.
If you do not wish your records to be inspected, then please inform the Practice Manager.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.