We always try to give the best service possible, but there may be times when you feel that this has not happened. This section explains what will happen if you have a complaint about the service we provide for you. We hope that most concerns can be sorted out quickly and easily, often at the time when they arise and with the person concerned. If the problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. This should ideally be within a matter of days or at the most a few weeks, as this will enable us to establish what has happened and the nature of the grievance more easily.

Complaints may be made by:
• anyone directly affected by the way Glasgow Private Clinic has carried out its functions.
• anyone acting directly on such a person’s behalf (for example, parent, guardian, carer, advocate, other relative or the executor of an estate).
• anyone having reasonable concern about the way Glasgow Private Clinic’s service is being provided.

If you would like to make a complaint
We would hope that we would be able to discuss and treat the majority of complaints in-house and you can contact the practice manager through one of the following channels:

Write: Glasgow Private Clinic , 224-226 Ayr Road, Newton Mearns , G77 6DR

Tel: 0141 384 2485

E-mail: management@glasgowprivateclinic.co.uk

We have to respect the rules of medical confidentiality and a patient’s written consent will be necessary if a complaint is not made by the patient in person.

Upon receipt of your complaint, we shall send you an acknowledgement letter / email within two working days. We hope that if you have an issue, you will use our practice complaints procedure as we believe this will give us the best chance of putting right whatever has gone wrong. However, this does not affect your right to complain to the appropriate authority if you feel that you cannot raise your complaint with us or you are dissatisfied with the result of the investigation.

Healthcare Improvement Scotland (HIS) is the organisation regulating independent healthcare services in Scotland. Our service users can complain at any time to Healthcare Improvement Scotland at the address below (either in writing, by telephone or in person).

Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

T: 0131 623 4342
E: hcis.clinicregulation@nhs.net