Complaints Policy

We are committed to providing high-quality care and a positive experience for all our patients. If you are unhappy with any part of your care or our service, we want to hear about it. Complaints help us understand what went wrong and improve what we do.

If you feel comfortable, please speak to a member of staff at the time. Many problems can be sorted out quickly and informally.

How to Make a Formal Complaint

If you’re not satisfied or would prefer to make a formal complaint, you can do so in writing, by email, or by phone.

• Email: [email protected]
• Phone: 07843 840 096

What to Include

To help us handle your complaint quickly and fairly, please include:

• Your full name and contact details
• What happened and when
• Names of any staff involved (if known)
• What outcome you would like

What Happens Next

• We will acknowledge your complaint within 24 hours (excluding weekends)
• You will be offered an opportunity to speak with the practice manager or clinical director depending on the nature of the complaint.
• We will investigate and respond in writing to your complaint as soon as possible and within a maximum of 2 weeks.
• If it will take longer, we’ll let you know why and when you can expect a full response
• We will clearly explain the findings of the investigation and any actions taken to resolve the complaint
• We will check with you whether you are satisfied with the outcome of the complaint

All complaints are handled confidentially and fairly. Making a complaint will not affect your care in any way.

If you are unhappy with the outcome of your complaint, you can escalate it.

As an independent healthcare service, The St Andrews Practice is regulated by Healthcare Improvement Scotland. If you are unhappy with the outcome of a complaint you have raised with us, you can escalate it to:

Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB
T: 0131 623 4342
E: [email protected]

Complaints can also be directed to HIS at any time using the details above.

We Value All Feedback

Compliments, concerns and suggestions are always welcome. You can also fill out a suggestion form and put it in our suggestion box in the waiting area.

Thank you,

The St Andrews Practice Team