We operate a Practice complaints procedure for dealing with complaints. This system meets national criteria. If you wish to make a complaint, then you can approach any member of the Practice team, who will give you a copy of our Complaints Leaflet with accompanying form to complete with details of your complaint.
We would aim to deal with any problems both quickly and effectively. You will receive an acknowledgement within two working days and an explanation within 10 working days. It would be helpful if you could inform us of any problems as soon as possible after the incident has taken place, and at the latest, within 12 months.
In investigating your complaint, we aim to:
- Find out what happened and what went wrong
- Enable you, if you would like, to discuss the problem with those concerned
- Ensure you receive an apology, if appropriate
- Try to prevent the same thing happening in the future
If you are complaining on behalf of some else, in order to maintain patient confidentiality, we will require to know that you have their permission to do so.
If you would prefer to talk to someone who is not involved, you can telephone or write to the Complaints Officer at:
The Complaints Team
NHS Highland
PO BOX 5713
Inverness
IV1 9AQ
Phone: 01463 705997
Fax: 01463 713 844
Email: nhshighland.complaints@nhs.net
You will be given a prompt reply within 4 weeks of them receiving your complaint. Where there are good reasons why this cannot be achieved, you will be kept informed of progress.
If you would like to make a suggestion that you feel could improve the service we offer patients, please let us know by using the suggestion