Comments & Complaints

Comments And Suggestions

A suggestion box is located at the reception desk. The practice manager is happy to discuss any comments you have.

Complaints Procedure

Our Approach To Good Service

While we aim to provide a high quality service at all times, we recognise that there may be occasions when your expectations are not realised.

The following explains the practice's procedure for dealing with any suggestions or concerns from patients regarding the services received. Any comments made by patients are regarded by us as valuable aids in sustaining and improving the quality of service that you receive.

Should there be any aspects of our service that you feel are particularly good we would like to know or, if you wish to make a comment or suggestion about the service provided please write to the practice manager, or leave your comment or suggestion in the suggestion box situated in the waiting area.

We hope that nothing occurs while you or your family are in our care that makes you concerned. However, should you feel you have reason to be unhappy we will deal with it in a proper manner.

At the time you are attending the surgery or receiving services at home, please feel free to discuss any fears you may have with the doctor or member of staff dealing with you. It is best to express concern at that stage so that you can be reassured or so that further action can be taken. If it is not possible to let us know at the time of a problem that has arisen, please let us have details of your complaint within six months of the incident that caused the problem, or within six months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the practice manager. Alternatively, you may ask for an interview with her in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. We shall acknowledge your complaint within three working days and aim to have looked into your complaint within 10 working days. 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 does not happen again.

Complaining On Behalf Of Someone Else

The practice keeps strictly to the rules of medical confidentiality. If you wish to complain on behalf of someone else, then we have to know that you have permission to do so, therefore we require a note signed by the person concerned, unless they are incapable (because of illness) of providing this.

If you are still dissatisfied with our decision or the way in which we have handled your complaint you can ask the Scottish Public Service Ombudsman (SPSO) to look at it.

The SPSO cannot normally look at

  • A Complaint that has not completed our complaints procedure
  • Events that happened or that you became aware of more than a year ago or;
  • A matter that has been or is being considered in court

You can contact the SPSO:

In person at

4 Melville Street

By post to:

Freepost SPSO (Please note that you not need a stamp)

By telephone: 0800 377 7330

Local Services, Let
Kirkshaws Dental Practice Bonnar & Co