The GP’s in the Health Centre and the receptionists accept that it is difficult to provide an ideal service to each patient- but we try! Nevertheless there may be occasions when patients are dissatisfied with the way in which their problems have been handled.
If you have a complaint about the services received from the doctors or their staff it will be taken seriously. You should express any concerns you may have to a member of staff, or you can write to Dr Aquilina or Dr Briscoe. On receipt of a complaint you will receive an acknowledgement within two working days. When a complaint has been received you will be asked who you would like to help investigate the matter (e.g. a GP or staff member of your choice).
You should then receive an explanation regarding your complaint within 2 weeks. This explanation can either be in writing or if you prefer, an appointment could be made for a meeting, to which you can bring a relative or friend. We will try to address your concerns in full, provide you with an explanation and discuss any action that may be needed.
We hope that in the end you will feel that appropriate action has been taken in response to your complaint. However, if you are still not happy and wish to take the matter further you should contact: - Ralph Roberts, Chief Executive, NHS Shetland, Brevik House, Lerwick.
The General Manager of the health board has the option of referring the complaint back to the practice, or convening an independent review panel. You would also be advised of your right to approach the HEALTH SERVICE OMBUDSMAN.
Further information or advice on the formal complaints procedure can be obtained from the:- Primary Care Administrator, NHS Shetland, Lerwick. Tel 01595 743060