We always try to give the best service possible, but there may be times when you feel that this has not happened. This section explains what will happen if you have a complaint about the service we provide for you. We hope that most concerns can be sorted out quickly and easily, often at the time when they arise and with the person concerned. If the problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. This should ideally be within a matter of days or at the most a few weeks, as this will enable us to establish what has happened and the nature of the grievance more easily.
Who can make a complaint?
A complaint may be made by:
- Any person directly affected by the way Glasgow Private Clinic has provided a service
- Someone acting on behalf of a patient, such as:
- A parent, guardian or carer
- An advocate or relative
- The executor or representative of a deceased person’s estate
- Any individual with a reasonable concern about how services are being delivered
Where a complaint is made on behalf of a patient, appropriate consent will be required.
Time limits for making a complaint
Complaints should be made as soon as possible after the incident or concern arises. This helps us investigate thoroughly and fairly.
- Ideally, complaints should be raised within days or weeks
- The latest a complaint should be made is within 3 months of:
- The incident occurring, or
- The matter first coming to the complainant’s attention
Complaints submitted outside this timeframe may still be considered where there is good reason for the delay.
Complaints Procedure
If you would like to make a complaintWe would hope that we would be able to discuss and treat the majority of complaints in-house and you can contact the practice manager through one of the following channels:
Write: Glasgow Private Clinic , 224-226 Ayr Road, Newton Mearns , G77 6DR
Tel: 0141 384 2485
E-mail: management@glasgowprivateclinic.co.uk
Confidentiality
We have to respect the rules of medical confidentiality and a patient’s written consent will be necessary if a complaint is not made by the patient in person.
Acknowledgement
Upon receipt of your complaint, we shall send you an acknowledgement letter / email within two working days. We hope that if you have an issue, you will use our practice complaints procedure as we believe this will give us the best chance of putting right whatever has gone wrong. However, this does not affect your right to complain to the appropriate authority if you feel that you cannot raise your complaint with us or you are dissatisfied with the result of the investigation.
If you would like to make a complaint with Health Improvement Scotland
Healthcare Improvement Scotland (HIS) is the organisation regulating independent healthcare services in Scotland. Our service users can complain at any time to Healthcare Improvement Scotland at the address below (either in writing, by telephone or in person).
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EBE:
hcis.clinicregulation@nhs.scot
Discrimination
It is against the law for private healthcare providers to discriminate against you, for example, because of your age, sex, sexual orientation, race, disability or religion. If you feel you have been discriminated against, you can complain about this. For more information, please look on the website of the Equality and Human Rights Commission at http://www.equalityhumanrights.com