Telephone options when dialing North Glen Medical Practice;
Patients should only dial: 01592 620062
You will be presented with three options :-
If your call is a life threatening emergency hang up and redial 999
Press 2 for a routine appointment request or cancellation
Press 3 for an Emergency same day appointment and to speak to our Triage nurse.
The lines are open 8am until 11am and 2pm until 3.30pm advice is available outwith these times
To listen to these options again press 0
**Please note, all calls to and from North Glen Medical Practice are recorded for training and patient safety**
Making a complaint
At North Glen Medical Practice, we aim to provide the best patient centred care. If you have any complaints or concerns about the service you have received from our Practice staff, please let us know.
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 resolved 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 - because this will enable us to establish what happened more easily. 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
- Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident
Pamela Godfrey, Practice Manager, will deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
- In person - ask to speak to Pamela Godfrey, Practice Manager
- In writing - some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of the Practice Manager as soon as possible.
What we shall do
Our complaints procedure is designed to ensure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days of receipt. This acknowledgement may be a telephone call from the Practice Manager or a letter. In most cases, it is easier for everyone to acknowledge a complaint by telephone as it allows the opportunity to discuss.
The Practice Manager will aim to look into your complaint and complete any required investigation within 20 days of receipt. We will then be in a position to offer you an explanation in writing or invite you to a meeting in the Practice to discuss.
When we look into your complaint we will aim to:
- find out what happened and what / if anything went wrong
- make it possible for you to discuss your feelings on the concern raised
- make sure you receive an apology, where appropriate
- identify what we can do to ensure the problem does not happen again
At the end of any investigation, your complaint will be discussed with you in detail either in person or in writing
Complaining on behalf of someone else
Please note that we adhere strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his/her permission to do so. A note signed by the person concerned will be needed, unless they are incapable because of illness of providing this.
What you can do next
If you have a problem, we hope that you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
If you remain dissatisfied with the responses to your complaint, you have the right to refer the matter to the Scottish Public Services Ombudsman at;
SPSO, Freepost EH641, Edinburgh, EH3 0BR
Telephone: 0800 377 7330
Their web address is; www.spso.org.uk/
For more advice, you can also visit Patient Advice Scotland - www.patientadvicescotland.org.uk/