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Policies & Complaints

Complaints (General)

We make every effort to give the best service possible to everyone who attends our practice.  However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Please use this Link which outlines our complaints procedure in detail; but as a quick guide 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.

  • Stage one: early, local resolution. We will always try to resolve your complaint quickly, within five working days if we can.  If you are dissatisfied with our response, you can ask us to consider your complaint at Stage two.
  • Stage two: investigation.  We will look at your complaint at this stage if you are dissatisfied with our response at Stage one.  We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation.  We will acknowledge your complaint within three working days.  We will give you our decision as soon as possible.  This will be after no more than 20 working days unless there is clearly a good reason for needing more time

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.  If, however, you feel that the matter is of a more serious nature you should address your complaint, in writing, to the Senior GP Partner - Dr Annabel Ross.  You should state quite clearly what your complaint is and the outcomes that you wish to have.

Aberlour Medical Practice General Complaints Form


Complaints (GDPR)

If your complaint is GDPR related then you should contact the Practice Manager, in the first instance, stating what your complaint is and the outcomes that you wish to achieve. 

If you are not satisfied with this response or you wish to complain about any aspect of the handling of your request, then you should contact the Practice Manager in the first instance.  If you remain dissatisfied then you may apply for an independent internal review by contacting the Senior Partner – Aberlour Medical Practice.

Alternatively you may take your complaint to the Information Commissioner.  Please note that under Section 42 (Request for Assessment) of the Data Protection Act 1998 you may take your complaint to the Information Commissioner at any time, without the need for an internal review.  Further details of the role and powers of the Information Commissioner can be found on the Commissioner’s website, http://www.ico.gov.uk.


Bullying, Harassment, Intimidation, and Violence Policy

The NHS operate a zero tolerance policy with regard to bullying, harassment, intimidation, violence and abuse, verbal or otherwise.  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.



 
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