Patient Feedback & Complaints

In order to focus on improving services, cutting avoidable errors and improving patient feedback and satisfaction, we use the form below for complaints. Please note – we only accept complaints using the form below, which focuses on what went wrong, how we could avoid it happening again and what your preferred outcome would be; we do not respond to free-formed letters. We will reply to you in an equally structured manner, including a decision on whether your complaint is upheld or not. The structure used in this form closely reflects the structure used NHS-wide to assess significant events – that is when we ourselves recognise something has gone wrong and learn from it.

If you would like to read our Complaints policy and procedure, please click HERE.

Below the electronic form is a link to a PDF version of the formal complaints form, which also includes a copy of Complaints Policy and Procedure, if you would prefer to fill that in and print it out, or vice versa.

Please note that we can only investigate issues with patient consent. If you are completing this form on behalf of an adult, we require their consent to proceed.

In the spirit of it also being nice to give credit when it’s due, you’ll first be asked whether you want to raise a complaint or leave positive feedback; the appropriate form will appear below.

Complaints Proforma

Patient Name(Required)

Patient Date of Birth(Required)

Email

Would you like to raise a complaint or leave positive feedback?(Required)

Complaint

Compliment

SUMMARY OF COMPLAINT; Please describe in a few sentences the issues that have led to this complaint. This will help us understand the key problems you have experienced.(Required)

HAVE YOU EXPERIENCED THIS ISSUE BEFORE? This may include at this surgery or at a previous healthcare provider. Please provide details if it was previously resolved.(Required)

PLEASE CAN YOU DESCRIBE HOW THIS ISSUE MAY HAVE OCCURRED; for example, problems can arise due to conflicting messages, personality conflicts, or where we were unable to meet your expectations. Understanding this aspect helps us to explore the full circumstances surrounding the issue.(Required)

PLEASE DESCRIBE ANY SPECIFIC OUTCOMES YOU DESIRE FROM THIS COMPLAINT; Understanding our patient’s needs is important to us so that we can explore and address issues fully. Common outcomes that patients value include improving our service through training, saying sorry when we have made a mistake, addressing a communication issue or exploring the issues with you in more detail.(Required)

NEXT STEPS AND WHAT YOU CAN EXPECT FROM US; We would like to review this feedback as part of our ongoing commitment to improving our services where possible and reaching a positive outcome for both you and the practice, ensuring that our systems are as effective as we can make them. Would you like us to review this feedback going forward as part of our learning?(Required)

Yes

No

Please note that due to data protection legislation we can only respond to complaints submitted by patients themselves. We can only respond to a representative if the patient has given explicit consent for us to share relevant medical information with their representative.(Required)

I am the patient

I am the patient's representative

I agree to relevant member of the practice discussing my complaint, which may include examining my medical record.(Required)

I consent

If you are completing this form on behalf of someone else, enter your name and contact details here

Please upload proof of consent from the patient for you to act as their representative to allow us to respond to the complaint with relevant information(Required)

Max. file size: 2 GB.

I have uploaded proof of consent

Yes

Complimentary Feedback - Please use the box below to let us know what we did well for you, so we can try to do it more often for everyone!

Complaints

We at Clarkston Medical hope that at every opportunity you felt that you were listened to and received the highest standard of care. Regardless of whether it was a Doctor, Nurse, Healthcare assistant or Admin staff that you had contact with, we want you to feel cared for, listened to and respected. We are grateful for feedback whether positive or negative as it allows us to continuously improve our service and patient care.