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Complaints, Compliments and Suggestions

How we manage Feedback, Concerns and Complaints

At Newburn at Oldmeldrum Medical Practice we welcome feedback and encourage patients to raise any concerns as soon as possible.

We recognise that concerns can arise from misunderstandings, communication difficulties, or situations where expectations have not been met.

Our aim is to listen, understand what has happened and work with you to reach a resolution quickly and fairly.  Most concerns can be resolved through discussion and early intervention, without the need for a formal complaint.

Step 1:  Early Resolution

Most concerns are managed through Early Resolution.  This involves discussing the issue with the people involved, providing explanations, answering questions and, where appropriate, identifying actions to prevent similar issues occurring in the future.

Our goal is to resolve matters quickly and locally, ensuring patients feel listened too and supported,

If you have a concern about any aspect of our service, please complete our Feedback and Concerns form below, where your concern will be investigated by the Patient Services Manager.  They will work with the relevant staff members to try and resolve the issue as quickly as possible.

We aim to:

  • Communicate with you and work to understand your experience
  • Resolve concerns within 5 working days where possible
  • Keep you informed if further enquires are required
Early Resolution Concerns Form

We Are Here to Listen 

We welcome feedback and want to hear about any concerns you may have regarding our services. Many concerns can often be resolved quickly through discussion and clarification. This form is intended for early resolution of concerns and will be reviewed directly by the Patient Services Manager. 

Before You Submit Your Concern 

Use this form for concerns about services, processes, communication or experiences at the Practice. Do not use it for urgent medical matters, appointments, prescriptions, test results or requests for medical advice. 

Early Resolution Concerns Form

Your Details

Enter Email
Confirm Email
Please use format day/month/year e.g. 12/05/1979
Preferred method of contact

Your Concern

Please use format day/month/year e.g. 12/05/1979
Area of concern

Desired Outcome

Consent

If you are raising a concern on behalf of another patient, do you have their consent to do so? (Please be aware if we do not have evidence of consent then we will not be able to discuss their concern with you)

Declaration

What Happens Next?

The Patient Services Manager will review your concern, contact you if necessary, and seek an early resolution wherever possible. 

Privacy Policy

This form collects your name, date of birth, email, other personal information and medical details. This is to confirm you are registered with the practice, to allow the practice team to contact you and also to update your medical records held by the practice and our partners in the NHS. Please read our Privacy Policy to discover how we protect and manage your submitted data.

Step 2:  Formal Complaints Investigation

If your concern cannot be resolved informally, or if you remain dissatisfied with the outcome – it can be escalated to a formal complaint.

Stage Two Formal Complaints Procedure

Treating Each Other with Respect

We are committed to treating all patients, carers and visitors with dignity, courtesy and respect. We ask that the same respect is shown to our staff.

The Practice supports the NHS Scotland Zero Tolerance approach and will not tolerate behaviour that is abusive, aggressive, threatening, intimidating, discriminatory or violent towards staff or other patients.

If You Need Additional Support

If you require help to raise a concern, please let us know. We will make reasonable adjustments wherever possible to ensure that everyone can access our feedback and concerns process.