Feedback and complaints

We welcome compliments, suggestions, concerns and complaints. Raising a concern will not affect the care you receive.

How to give feedback or make a complaint

You can speak to a member of staff, telephone us, or write to the Practice Manager, Eastfield Medical Practice, Eastfield Farm Road, Penicuik, EH26 8EZ. For a formal complaint, writing is usually the clearest route.

Please include your name, date of birth, contact details, what happened and when, who was involved if known, how it affected you and what you would like us to do. Do not include more confidential information than is necessary.

Complaining for someone else

You can complain on another person's behalf. We may need their consent or evidence of your authority before sharing confidential information. For a child, someone who lacks capacity or a person who has died, we will consider authority, confidentiality, wishes and best interests.

Time limits

A complaint should normally be made within 6 months of the event, or within 6 months of finding out that there is a reason to complain, provided this is not more than 12 months after the event. We may accept a later complaint where there is a good reason and it remains possible to investigate fairly.

How we handle complaints

Stage 1: early resolution

We try to resolve straightforward complaints close to the point of service, normally within 5 working days. This may include an explanation, apology, action to put something right or feedback to staff.

Stage 2: investigation

Complex or serious complaints, and complaints not resolved at Stage 1, are investigated. We will agree the issues, review relevant information and provide a written response addressing each point. We aim to respond within 20 working days. If this is not possible, we will explain why and provide a revised date.

We record complaints and use them to improve services while protecting patient confidentiality.

Independent advice and escalation

The Patient Advice and Support Service (PASS), provided through Citizens Advice Scotland, offers free and confidential support with NHS complaints.

After the practice has completed its complaints process, you can ask the Scottish Public Services Ombudsman (SPSO) to review the complaint. SPSO freephone: 0800 377 7330.

Complaints about services provided directly by NHS Lothian should normally be made to NHS Lothian.

Common questions