Compliments and Complaints

As a practice we are welcome to any suggestion or comments you may have on the service.   

If you would like to make a complaint regarding the surgery or the services we provide, we ask that in the first instance you call and request to speak to either the Operations Manager, or Practice Manager.  If after calling you still feel that you need to submit a complaint, please submit in writing to:

Andrew Whiteside (Practice Manager), Ardach Health Centre, Highfield Road, Buckie AB56 1JE.

In line with NHS Scotland we have a two stage complaints procedure.  We will always try to deal with your complaint quickly, if the Practice Manager feels the complaint needs a detailed investigation, we will inform you of this and will keep you update on the progress. 

Stage One - early, local resolution 

We will always try to resolve your complaint quickly, within five working days if we can.  If you are dissatisfied with our response, you can ask that we consider your complaint at Stage Two. 

Stage Two - Investigation

We will look at your complaint at this stage if you are dissatisfied with our response at stage one.  We also look at some complaints immediately at this stage, this is if the complaint is complex and needs a detailed investigation.  We will acknowledge your complaint within three working days and we will provide with our decision as soon as possible.  This will be after no more than 20 working days unless there is a clear reason on extending the time.  

Scottish Public Services Ombudsman

If you remain dissatisfied with the outcome of your complaint, you have the option of contacting the Scottish Public Services Ombudsman (SPSO). The SPSO cannot normally look at: 

-              a complaint that has not completed our complaints procedure 

-              events that happened, or that you became aware of, more than 12 months ago 

-              a matter that has been or is being considered in court. 

The SPSO's contact details are: 

Scottish Public Services Ombudsman 

Bridgeside House, 

99 McDonald Road, 

Edinburgh EH7 4NS 

                or             

Freephone: 0800 377 7330 

Online contact: www.spso.org.uk/contact-us 

Website: www.spso.org.uk 

Mobile site: http://m.spso.org.uk 

(Please note: a freepost envelope can be supplied by calling the Freephone number or using the online contact form) 

Duty of Candour

Ardach Health Centre Duty of Candour

The Health (Tobacco, Nicotine etc. and Care) (Scotland) Act 2016 received Royal Assent on 6 April 2016 and introduced a new organisational duty of candour on health, care and social work services.  The implementation date for the duty of candour provisions to come into effect is 1 April 2018.

The overall purpose of the new duty is to ensure that organisations are open, honest and supportive when there is an unexpected or unintended incident resulting in death or harm, as defined in the Act.

www.gov.scot/Topics/Health/Policy/Duty-of-Candour