Links Medical Practice is committed to providing high-quality care for all our patients. We operate a Complaints Procedure that follows NHS Scotland's Model Complaints Handling Procedure. Our Complaints Officers are the Practice Manager and Office Manager. All complaints are logged, carefully reviewed, and if required, discussed at practice meetings to identify areas for improvement and shared learning.

We will provide a response within 5 working days for straightforward issues. Complaints requiring further investigation will be responded to within 20 working days. If the complainant is not satisfied after the final response, they can contact the Scottish Public Services Ombudsman. The final response will include the Ombudsman's contact details. 

Verbal Complaints

If a patient or relative wishes to make a verbal complaint during a visit, the Complaints Officer will aim to meet with them at that time to resolve the issue. If the complaint cannot be resolved immediately, the Complaints Officer will advise that an investigation will be conducted as per the written complaints process. A follow-up conversation or written response will be provided within the timeframes outlined above.

For telephone complaints, the call will be transferred to the Complaints Officer to address the matter directly. If Complaints Officer is  not  available to take the  call immediately,  complainant will receive a  call back  as  soon as  possible.

Written Complaints

Written complaints can  be  submitted by filling in  the online  form at https://www.linksmedicalpractice.co.uk/your-complaint . Alternatively, the paper form can be  filled  in  at  reception.

Written complaints will be acknowledged within 3 working days. An investigation will be conducted by reviewing relevant records and discussing with appropriate staff members. A written response will be provided to the complainant within 20 working days, detailing the outcome of the investigation and any actions to be taken.

We will provide an  apology where Service has fallen short of expected standards.

We view complaints as valuable feedback to continuously improve our services. In line with SPSO guidance, we are committed to resolving complaints within the outlined timeframes and signposting to the Scottish Public Services Ombudsman if the complainant remains dissatisfied.