Complaint or Concern
If you have a complaint or concern about the service you have received from the orthodontists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaint system adheres to national criteria.
How to Complain
We hope that most problems can be sorted out easily and quickly in practice at the time they arise, with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let the manager know as soon as possible
– ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.
You can either:
Call the manager on 0131 346 0260
Please note we must have the complaint as soon as possible if not we must receive it:
• Within 6 months of the incident that caused the problem; or
• Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints about the clinical treatment you received should be made to the orthodontist who normally sees you. Alternatively, you may ask for an appointment with the practice manager in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint. If necessary we may suggest that the complaint should be written down.
What We Shall Do
We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint, we shall aim to:
• Find out what happened and what went wrong;
• Enable you to discuss the problem with those concerned, if you would like this;
• Ensure you receive an apology, where this is appropriate;
• Identify what we can do to make sure the problem doesn’t happen again.
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this because of physical or mental illness or are a child under 16 years.
Complaining to Lothian Primary Care NHS Trust
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to speak to a member of the Primary Care NHS Trust, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish any further advice you should contact Lothian Primary Care NHS Trust’s Complaints Adviser:
NHS LOTHIAN PATIENT EXPERIENCE TEAM:
2-4 Waterloo Place
TEL: 0131 536 3370
If you are still unhappy with the outcome of their complaint or the way in which it has been handled they may then request an investigation by the Scottish Public Services Ombudsman:
Scottish Public Services Ombudsman
23 Walker Street
The Ombudsman will normally only look at a complaint if it has been through the practice procedure and the Independent Review stage.