Noticeboard

COVID-19 is still with us and we must all remain vigilant and look after our community.  We would like to respectfully remind all our patients that access to the surgery building remains restricted due to the COVID-19 pandemic.  Please help us to all do our best to limit the spread of COVID-19.

  • Please DO NOT enter the surgery building unless you are attending an appointment.
  • Where possible, please attend any appointments alone.
  • Please do not arrive too early or too late for your appointment, please arrive as close to your appointment time as possible.
  • Please wear an appropriate face covering whilst in the surgery building
  • Please use the provided hand sanitiser on entering and exiting the surgery building
  • Please DO NOT attend your appointment if you are concerned that you or someone you have had contact with may be displaying symptoms of COVID-19 (a new continuous cough, fever or a lack of or change in your ability to smell or taste).

Thank you.  We're all in this together

Contact Details

Telephone options when dialing North Glen Medical Practice;

Patients should dial: 01592 620062

If your call is a life threatening emergency hang up and redial 999

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

Mrs 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
  • By telephone - please contact the practice and ask to speak with 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/

Address book Address

North Glen Medical Practice
1 Huntsmans Court
Glenrothes
KY7 6SX

Telephone Numbers Telephone Numbers

Telephone:
01592 620 062
Out of Hours:
111
Please only use this form for comments about the practice and suggestions as to how we can improve our service to you. Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

NHS ScotlandThis site is brought to you by My Surgery Website