Kirkview Medical Practice is committed to providing high quality care and treatment to our patients through the delivery of safe, effective and person-centered care. We understand, however, that sometimes things go wrong. If you are dissatisfied with something we have done, or not done, please tell us and we will do our best to put things right. If we cannot resolve matters in the way you want, we will explain why it's not possible to do as you suggest. 

GP Practices are independent of the NHS in Scotland, and are contracted to provide services on behalf of NHS Boards. This means we are responsible for running the business affairs of our own practice which includes responding to patient feedback- including concerns and complaints. 

The national Complaint Handling Procedure for the NHS, based on best practice, recognises the value of you making direct contact with your GP, to assist with early and quick resolution of issues. Only in exceptional circumstances, where you feel unable to make direct contact with your GP, will NHS Lanarkshire become involved. 

We would therefore encourage you to make direct contact in writing, and addressing it to our Practice Manager, Miss Megan Fitzpatrick. This can either be posted in to the practice, or dropped off using our internal mailbox which is situated in the main entrance foyer of the building on the ground floor. 

For your information, the Patient Advice & Support Service (PASS) can help you with independent advice and support if you need in terms of raising a complaint. You can contact them by telephone on 0800 917 2127. Alternatively, you can go to your local Citizens Advice Bureau, or visit their website: 

Kirkview Medical Practice work with a two-stage complaints procedure. This is in line with NHS Lanarkshire policy. We will always try to deal with your complaint quickly but if it becomes clear that the matter will need a detailed investigation, we will tell you this and keep you updated on our progress. 

Please click the link below for more information on the NHS Lanarkshire Public Facing Complaints Handling Procedure. 

NHS Lanarkshire complaints procedure

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