Comments, Suggestions and Feedback
We welcome comments and suggestions on our services and also on our website. We are happy to consider suggestions for improvements to these services and can expand to the website to provide any additional information which would be helpful to our patients.
Please complete our on-line Comments and Suggestions Form or put your comments into the Suggestions Box on Automatic Check-In Desk at reception.
You may also discuss the matter with any GP or member of staff or speak with the practice manager.
Complaints against your GP Practice
A copy of the Health Centre’s Complaints Procedure is available from the practice manager to whom complaints, oral or in writing, should be addressed. An Information sheet can be downloaded below. Complaints will be investigated thoroughly and promptly. The outcome of the investigation will be reported to you.
Complaints on behalf of another patient cannot be investigated without written authority from the patient concerned because of patient confidentiality.
Written Complaints should be addressed to:-
The practice manager, Loch Leven Health Centre, Muirs, Kinross, KY13 8FP
Complaints Information Sheet
Complaints against the NHS
Information on how to make a complaint against NHS services other than your GP practice can be found on the Health Rights Information Scotland website.
Use of Social Media
We are always keen to hear from patients about the services that we provide. It is gratifying to hear when things go well, but we accept that sometimes we could improve. We therefore encourage comments or suggestions which will enable us to identify problems and correct them.
We are aware that rather than addressing us directly, some patients are choosing to put comments or complaints onto Facebook or Twitter. Some of these comments have been rude and offensive. We would encourage patients not to do this, but to talk to the practice manager or put their comments in writing. This give us the opportunity to investigate the issues raised, respond to them in full and put in place changes where necessary. If patients continue to use social media to post offensive or derogatory remarks about any members of staff or the GPs, we will consider taking action against those patients. We hope that patients will understand and respect this. Thank you.
UK Ombudsman Services
The Scottish Public Services Ombudsman
If you have a complaint against the Health Centre, we would ask you to bring it to our attention first to give us the opportunity to investigate and respond to your complaint.
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman and there are instructions for doing this on the SPSO website.
The ombudsman has published a booklet that describes the process behind bringing your complaint to the ombudsman.
The procedure for making a complaint against the NHS in Scotland is described in the leaflet Making a Complaint about the NHS.
Patient Advice and Support Service (PASS)
The Patient Advice and Support Service is run by the Scottish Citizen's Advice Bureau. PASS can advise and support people who want to make a complaint, provide feedback, make a comment or raise a concern about health care. They can also signpost people to support services such as advocacy, communication support and alternative dispute resolution services including medication. This service can be contacted via any Citizen's Advice Bureau. Further information is available on their website http://www.patientadvicescotland.org.uk