How we manage Feedback, Concerns and Complaints
At Newburn Medical Practice we welcome feedback and encourage patients to raise any concerns as soon as possible.
We recognise that concerns can arise from misunderstandings, communication difficulties, or situations where expectations have not been met.
Our aim is to listen, understand what has happened and work with you to reach a resolution quickly and fairly. Most concerns can be resolved through discussion and early intervention, without the need for a formal complaint.
How to Raise a Concern
If you are unhappy with the treatment or service you have received from the practice, you can raise your concerns with any member of our staff. Many issues can be resolved immediately through an informal chat.
If your concern cannot be settled right away, you can make a formal complaint by contacting our Patient Services Manager. You may do this in writing, by phone, or by using our Early Resolution Concerns Form.
What you Can and Cannot Complain About
What You Can Complain About
You can raise concerns about a wide range of issues, including:
- Your care and/or treatment
- Delays in receiving care or responses
- A failure to provide a service, or an inadequate standard of service
- A lack of information and clarity about appointments
- Difficulty in making contact with us for appointments or queries
- Treatment by or attitude of a member of our staff
- Scheduled or unscheduled ambulance care
- Transport concerns (either to, from, or within the healthcare environment)
- Environmental or domestic issues within the practice premises
- Operational and procedural issues
- Our failure to follow the appropriate process
- Your dissatisfaction with our practice policies
We realise it is not possible to list everything you can complain about. If you wish to complain about something not listed above, we strongly encourage you to do so.
What Cannot Be Dealt With Under This Procedure
Normally, the NHS complaints procedure does not cover:
- A routine request for a service, appointment, or repeat prescription (unless there has been a delay or failure)
- A request for a second medical opinion (please discuss this directly with your GP)
- A private healthcare issue or service not provided or funded by the NHS
- Things you are taking legal action about.
Our Process and Timelines
In line with the NHS Scotland Complaints Handling Procedure, we follow a two-stage process:
- Stage One: Early Resolution – We aim to resolve straightforward complaints within 5 working days.
- Stage Two: Investigation – For more complex issues, or if you are unhappy with our initial response, we will conduct a detailed investigation. We will acknowledge your Stage Two complaint within 3 working days and provide a full response within 20 working days.
If we require more time to investigate thoroughly, we will keep you updated on our progress.
Who Can Complain?
Anyone who receives, has received, or is affected by the services of this practice can make a complaint. This includes:
- Patients – Current or former patients of the practice.
- Representatives – You can complain on behalf of someone else if they have given you their consent. If a patient lacks the capacity to make a complaint, a representative (such as a guardian or someone with Power of Attorney) may act in their best interests.
- Children – Young people under the age of 16 may make their own complaint if they are deemed to have the capacity to do so under the Age of Legal Capacity (Scotland) Act 1991.
Appropriate person
In certain circumstances, we need to check that a representative is the appropriate person to make a complaint.
- For example, if the complaint involves a child, we must satisfy ourselves that there are reasonable grounds for the representative to complain, rather than the child concerned.
- If the patient is a child or a patient who lacks capacity, we must also be satisfied that the representative is acting in the patient’s best interests.
If we are not satisfied that the representative is an appropriate person we will not consider the complaint, and will give the representative the reasons for our decision in writing.
Time Limits
To ensure a fair investigation, you should normally make your complaint within 6 months of the event happening, or within 6 months of becoming aware you have cause for complaint (provided this is no later than 12 months after the event).
Confidentiality and Your Care
We strictly adhere to the rules of medical confidentiality. If you are complaining on behalf of another adult, we will require a signed letter of authority or a completed Third Party Consent Form before we can share any personal medical information.
Please be assured that making a complaint will not negatively affect your future care or treatment. We keep all complaint records separate from your clinical medical notes.
Interpreting Services
We want our complaints process to be accessible to everyone. If your first language is not English, we can arrange for an interpreter to assist you during meetings with the Patient Services Manager.
Independent Advice and Escalation
If you need support in making your complaint, the Patient Advice and Support Service (PASS) provided by Citizens Advice Scotland offers free, independent, and confidential advice to NHS patients. You can also find general information regarding your rights on NHS Inform.
If you remain dissatisfied after we have completed our local investigation and issued a final response, you have the right to ask the Scottish Public Services Ombudsman (SPSO) to review your case.
Scottish Public Services Ombudsman
- Telephone: 0800 377 7330
- Online: SPSO Contact Form
- Address: Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
- Post: Freepost SPSO (no stamp required)
Treating Each Other with Respect
We are committed to treating all patients, carers and visitors with dignity, courtesy and respect. We ask that the same respect is shown to our staff.
The Practice supports the NHS Scotland Zero Tolerance approach and will not tolerate behaviour that is abusive, aggressive, threatening, intimidating, discriminatory or violent towards staff or other patients.
If You Need Additional Support
If you require help to raise a concern, please let us know. We will make reasonable adjustments wherever possible to ensure that everyone can access our feedback and concerns process. Please be aware that you can also submit any concerns in written form to the practice if you would prefer not to use our online form.
Statistics and Reporting
The Practice must submit to the local primary care organisation periodically/at agreed intervals details of the number of complaints received and actioned.
Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.