SUGGESTIONS OR COMPLAINTS
We make every effort to give the best service possible to everyone who attends our practice.
However, we’re aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. In accordance with Scottish Executive Directives, the surgery operates an informal Practice Complaints Procedure. A leaflet regarding this is available from reception. A leaflet from the Scottish Public Services Ombudsman, an independent public service complaints investigator, is also available from reception. The staff member who deals with investigating and answering complaints is Rosaleen Kelly, Practice Manager, who can be contacted on the main surgery number (0141-644 3511).

RIGHTS AND RESPONSIBILITY
In the rare event of a patient being violent or threateningly abusive towards staff or others in the surgery, we may call the police. We may also ask the Health Board to remove you from our list. There is a designated GP practice in the city to which violent patients will be referred. If you are removed from the list, you will receive written notification from the practice.

PRACTICE PLEDGE
You have the right to be treated with courtesy, dignity and respect.
It is your responsibility to extend the same courtesy and politeness to the practice team.

You have the right to be seen urgently if your condition necessitates this.
It is your responsibility not to mis-use urgent appointments that may be used for other patients.

You have the right to request a home visit if your illness or infirmity renders you housebound.
It is your responsibility not to request a home visit unless it is strictly medical. (Please note that your doctor has both the right and responsibility to make a final decision on whether a home visit will be made.)

You have the right to collect your repeat prescription two working days after your request.
It is your responsibility to ensure that you order your repeat prescription in good time.

It is your right to expect a high standard of efficient and up-to-date healthcare.
It is your responsibility to aid us in providing this, by being aware of the information in this practice leaflet and accessing our services appropriately.