We want every patient to have a good experience. If something has not gone as you expected, please tell us. Raising a concern will never affect the care you receive.
How to make a complaint
You can raise a concern in person, by telephone, by email or in writing to the practice. Please include your name, your contact details, the date of your appointment and a short description of what happened. Someone can complain on your behalf with your written consent.
What happens next
- We acknowledge your complaint within three working days
- Mr Allen or the practice manager looks carefully into what happened
- We send you a full written response within 20 working days
- If we need longer, we explain why and keep you updated
Complaints about hospital care
If your concern is about the hospital where you were treated, such as nursing care, facilities or billing, we will help you contact the hospital’s own complaints team.
If you are not satisfied
If you are still unhappy after our final response, you can ask for an independent review. Patients treated privately at Nuffield Health Glasgow Hospital can refer their complaint to the Independent Sector Complaints Adjudication Service (ISCAS). Patients treated by the NHS in Scotland can contact the Scottish Public Services Ombudsman (SPSO).
Other organisations
- General Medical Council (GMC), for concerns about a doctor’s fitness to practise
- Healthcare Improvement Scotland, which regulates independent hospitals in Scotland
- Information Commissioner’s Office (ICO), for concerns about your personal information
- Your medical insurer, for questions about your cover or payments
Learning from feedback
Every complaint is reviewed so we can learn and improve. We also welcome compliments and suggestions.