We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To provide feedback or to pursue a complaint please contact the Practice Manager (craig.tidy@nhs.scot) who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception or in the following link: Colinton Surgery Complaints Procedure

We must keep a record of all complaints, but these are stored seperately from your clinical record. They are kept as we have to report all complaints to  primary care and it also allows us to have correspondence if a need to go back to them.

All complaints are treated confidentially. There may be times someone else has to complain on your behalf, in this situation we would require in writing permission from the patient to allow someone to act on their behalf. This would allow the practice consent to be able to discuss the complaint with the person who is writing in on their behalf, without this we cannot due to GDPR and confidentiality act, unless patient is incapable to give consent due to health reasons. 

We also welcome positive feedback or suggestions for improvement, please also email these to the Practice Manager.