Complaints Policy

We are committed to providing high-quality care and a positive experience for all our patients. If you are unhappy with any part of your care or our service, we want to hear about it. Complaints help us understand what went wrong and improve what we do.

If you feel comfortable, please speak to a member of staff at the time. Many problems can be sorted out quickly and informally.

How to Make a Formal Complaint

If you’re not satisfied or would prefer to make a formal complaint, you can do so in writing, by email, or by phone.

• Email: practice.manager@theinvertaypractice.com
• Phone: 07843 840 096

What to Include

To help us handle your complaint quickly and fairly, please include:

• Your full name and contact details
• What happened and when
• Names of any staff involved (if known)
• What outcome you would like

What Happens Next

• We will acknowledge your complaint within 24 hours (excluding weekends)
• You will be offered an opportunity to speak with the practice manager or clinical director depending on the nature of the complaint.
• We will investigate and respond in writing to your complaint as soon as possible and within a maximum of 2 weeks.
• If it will take longer, we’ll let you know why and when you can expect a full response
• We will clearly explain the findings of the investigation and any actions taken to resolve the complaint
• We will check with you whether you are satisfied with the outcome of the complaint

All complaints are handled confidentially and fairly. Making a complaint will not affect your care in any way.

If you are unhappy with the outcome of your complaint, you can escalate it.

If the complaint process becomes detrimental to you

As mental health professionals we are committed to ensuring your wellbeing is our top priority. If we perceive that ongoing communication with the practice regarding a complaint has become cyclical or detrimental to your wellbeing because we are unable to resolve things any further for you, we will inform you of this and may make a clinical decision to cease further communication in order to reduce the risk of you experiencing any further unnecessary distress. We would encourage you at this stage to contact Healthcare Improvement Scotland (HIS) using the contact details above if you are unhappy about how we have handled your complaint or feel you wish to escalate matters.

We Value All Feedback

Compliments, concerns and suggestions are always welcome. You can also fill out a suggestion form and put it in our suggestion box in the waiting area.

Thank you,

The Invertay Practice Team