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Comments, Complaints & Suggestions

The doctors and staff at Fairfield Medical practice make great effort to provide good medical care. If we make mistakes, we will listen to your comments and complaints and try to improve the service.

As well as complaints we are happy to receive your compliments.

The procedure should you have a comment or complaint, you can either speak or write to:

  1. The Practice Manager - Tel. 01463 713939
  2. E-mail: E-mail
  3. Our secure webform Click here
  4. The Complaints Team - NHS Highland, PO BOX 5713, Inverness, IV1 9AQ
  5. Phone: 01463 705997 - Fax: 01463 711322
  6. E-mail:  E-mail

 

Provide as many details as possible: they will note them down and record them. Describe what you recall did happen including:

  • who was involved
  • what they said
  • what they did
  • when this happened
  • what was the result
  • why did it particularly upset you

Also describe what you think should have happened and what you would like to be done to prevent this in the future.

 

If you are unhappy with the outcome of the complaints process you can ask the Scottish Public Services Ombudsman (SPSO) to consider the complaint further. There are timescales for the consideration of the complaint, and you may wish to consider these if you intend to ask the SPSO to consider your concerns. The SPSO cannot normally look at a complaint more than 12 months after you became aware of the matter you want to complain about. SPSO contact details are:

SPSO

Freepost EH641

Edinburgh EH3 0BR

Tel 0800 377 7330

Website: http://www.spso.org.uk/ 

See our complaints leaflet for more information:-

Comments, complaints, suggestions


Conciliation

We have a unique system in our Surgery which allows you and your doctor (or other team members) to sort out the situation to your satisfaction (hopefully)

It has worked successfully previously when needed. This involves a third person (such as a Local Health Council member) being a peace maker and arbitrating between patient and doctor. It sorts out problems in a fair way and generally produces an apology to the upset person, and a satisfactory conclusion.


Improvements

We hope the system will produce justice, produce improvements and by this means maintain standards. This will form the framework for the conciliation meeting with your "helper" (the Local Health Council or The Health Board) Please remember all comments are treated with the strictest of confidence.



 
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