If you have a complaint or concern about the service you have received from the staff working within this Practice, PLEASE LET US KNOW.  We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints.

How to complain

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned.

If your concerns cannot be resolved in this way and you wish to make a complaint, we would ask you to advise us as soon as possible, ideally within days or at most a few weeks. This will enable us to investigate and establish what has happened swiftly.  If it is not possible to do that please let us have details of your complaint:  

• within 6 months of the incident that caused the problem or
• within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints procedure

You can make your complaint in person, by phone, by e-mail or in writing, addressed to Mrs Sarah Morrow, Practice Manager, or  sarah.morrow@lanarkshire.scot.nhs.uk.

We have a two-stage complaints procedure.  We will always try to deal with your complaint quickly.  But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Complaining on behalf of someone

Please note that we are duty bound to maintain patient confidenitilaty and the integrity of the information that we hold.  If you are complaining on behalf of someone else, we must ensure that you have their permission to do so.  A letter signed by the person concerned will be required, unless they are incapable (due to illness) of providing this.