Complaints and Feedback
In relation to complaints, we follow the NHS guidelines and offer a practice complaints system. The Practice Manager is responsible for handling comments, suggestions and complaints about any service provided by the practice.
If you have a complaint or concern about the practice service you have received from the doctors, or any member of the team, please ask for or write to the Practice Manager at the Health Centre, who will see you immediately if available that day, or contact you by telephone to discuss the matter.
We shall acknowledge your complaint in writing within 3 working days and aim to have looked into your complaint within 20 working days of the date when you raised the issue with us.
In some circumstances it might be appropriate to invite you to the surgery to meet the Practice Manager to resolve the situation.
We hope that, if you have a problem, you will make use of the practice complaints procedure. However, this does not affect your right to approach the Health Board if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.
You should contact the Health Board Complaints Officer, NHS Borders, Borders General Hospital, Melrose TD6 9BS. Tel. (01896) 826719