Patients may make comment or complaint by phone, letter or in person. If easily sorted out, the complaint is dealt with there and then by the recipient of the complaint.

If this is not possible, the complaint is passed on to Mr Renton. He will investigate the complaint with the staff and respond to the person complaining within 10 days.

If it can be, the matter is resolved to the patients satisfaction.

If there is no resolution, the patient is advised to make a formal complaint by either solicitor or through the NHS complaints ombudsman.

Scottish Public Services Ombudsman
4 Melville Street

Timing of Events
Once the complaint is made, every effort is made to resolve the issue immediately. If not, the patient is asked to put their complaint in writing. This letter is acknowledged on receipt and replied to within 10 days. If a delay is expected the patient is informed.