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Complaints Procedure & Policy

Policy Creator & Owner: Dr Sufian Ali – GMC 7561301
Date Created: 09 August 2025
Date to be Reviewed: 31 January 2027

Complaints Procedure and Policy

This policy outlines the clinic’s approach to managing complaints from patients, service users and others. It ensures compliance with Health Improvement Scotland (HIS) requirements and reflects our commitment to learning from feedback to improve patient care and services.

Policy Statement

The clinic encourages patients and service users to raise concerns or complaints openly. We will ensure all complaints are taken seriously, handled fairly, investigated promptly and resolved wherever possible. Complaints will be used as an opportunity to learn and improve the quality of care provided.

Key Commitments

The clinic will:

  • Provide clear information to patients and service users on how to make a complaint.
  • Ensure complaints can be made verbally, in writing, by email or via feedback forms.
  • Acknowledge all complaints within 3 working days.
  • Investigate complaints thoroughly, fairly and confidentially.
  • Provide a full response to the complainant within 20 working days, or update them if more time is required.
  • Endeavour to fully resolve the complaint within 6 months
  • Record and log all complaints for monitoring and governance purposes.
  • Ensure patients are not discriminated against or disadvantaged for making a complaint.
  • Signpost patients to independent advocacy services or to Health Improvement Scotland immediately.

Procedure

  1. Complaints may be raised directly with any member of staff or Healthcare Improvement Scotland
  2. All complaints will be documented and forwarded to the Clinic Manager or Clinical Governance Lead.
  3. The complaint will be acknowledged within 3 working days.
  4. An investigation will be carried out by an appropriate senior staff member.
  5. A written response will be provided within 20 working days wherever possible.
  6. If unresolved, patients will be advised of their right to refer the complaint to Health Improvement Scotland.

Responsibilities

All staff are responsible for listening to patient concerns and escalating complaints appropriately. The Clinical Governance Lead is responsible for overseeing complaint investigations, ensuring timely responses, and monitoring themes or trends for service improvement.

Monitoring and Review

This policy will be monitored through complaints logs, governance meetings and patient feedback. Trends will be reviewed and actions taken to improve services. This policy will be reviewed on 31 January 2027 or sooner if required by HIS guidance.