Complaints

If you would like to make a complaint please either email or send a letter to the Practice Manager, Rebecca Thomson

Email address – rebecca.thomson16@nhs.scot

Postal address – Rebecca Thomson, Practice Manager, Westburn Medical Group, Foresterhill Health Centre, Aberdeen, AB25 2XE

We aim to acknowledge any complaint within 3 working days of receiving it and deal with the matter as promptly as possible – usually within 20 working days – dependent on the nature of the complaint.

If you remain dissatisfied with the outcome of your complaint, you have the option of contacting the Scottish Public Services Ombudsman (SPSO). The SPSO cannot normally look at:

– a complaint that has not completed our complaints procedure

– events that happened, or that you became aware of, more than 12 months ago

– a matter that has been or is being considered in court.

The SPSO’s contact details are:

Scottish Public Services Ombudsman

Bridgeside House,

99 McDonald Road,

Edinburgh EH7 4NS

Freephone: 0800 377 7330

Online contact: www.spso.org.uk/contact-us

Website: www.spso.org.uk

Mobile site: http://m.spso.org.uk

(Please note: a freepost envelope can be supplied by calling the Freephone number or using the online contact form)

Duty of Candour

The organisational duty of candour procedure is a legal duty which sets out how organisations should tell those affected that an unintended or unexpected incident appears to have caused harm or death. They are required to apologise and to meaningfully involve them in a review of what happened.

Link to the website for more details; Duty of Candour – Healthcare standards – gov.scot (www.gov.scot)