Southside Medical is committed to providing high quality, patient centred care in a transparent and safe manner. We value all feedback and comments from our patients. The purpose of this policy is to provide a clear process for patients to express any concerns and complaints about the services provided by our medical practice. We aim to address all complaints promptly and fairly to address any patient concerns and improve our services.
This policy applies to all of our patients, their families, and guardians. It covers complaints related to any aspect of the practice, including but not limited to:
- Clinical care
- Staff behaviour
- Facility conditions
- Appointment scheduling
- Billing and payment issues
You can file a complaint through the following methods or, you prefer, a representative can make the complaint on your behalf (eg family, friend, carer):
- In-Person: Speak to a staff member at the clinic.
- Phone: Call the clinic directly on 0141 286 4626.
- Email: Send your complaint to admin@southsidemedical.co.uk.
- Written Submission: Submit a written complaint to:
Practice Manager
Southside Medical Private Clinic
76 Braidholm Road
Giffnock
G46 6ED
- Directly to Healthcare Improvement Scotland (HIS) at any point during the process via:
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH129EB
Email: his.ihcregulation@nhs.scot
When filing a complaint, please include the following information:
- Your name and contact information
- Date of the incident
- A detailed description of the complaint
- Any relevant documentation (e.g., appointment records, billing statements)
Upon receiving a complaint, we will acknowledge it within 7 business days. This acknowledgment will include information about the investigation process and a timeline for resolution.
Our team will investigate the complaint thoroughly. This process may involve:
- Reviewing patient records
- Interviewing relevant staff members
- Gathering additional information
We aim to complete the investigation within 28 business days. However, more complex issues may require additional time.
We will always try our best to address your complaint quickly, efficiently, and courteously. Sometimes you may feel able to resolve your complaint at an early stage in the clinic where an on the spot discussion, explanation and apology may be sufficient to address your concerns. If this is not the case, if you are not satisfied, or if the matter is more complex, then we will undertake a full investigation as outlined above. Once the investigation is complete, we will provide a written response outlining the findings and any actions taken to resolve the issue. If applicable, we will inform you about any changes made to improve our services.
All complaints will be handled confidentially, and your privacy will be respected throughout the process.
We encourage patients to provide feedback on the resolution process. If you are not satisfied with the outcome, you may contact:
Healthcare Improvement Scotland (www.healthcareimprovementscotland.scot)
his.ihcregulation@nhs.scot
0131 623 4342
The Ombudsman (www.spso.org.uk)
SPCO Bridgeside House 99 McDonald Road Edinburgh EH7 4NS
Freepost SPCO (no stamp needed)
0800 377 7330
www.spso.org.uk/contact-form
This policy will be reviewed every 2 years and updated as necessary to ensure its effectiveness and compliance with applicable laws and regulations.
