Comments & Complaints

All the doctors and staff in Garthdee Medical Group hope that we are offering a high quality service that meets your needs as a patient. However, we do appreciate that from time to time problems can occur. 

If you have any concerns about the service provided or the way that you have been dealt with by the Practice then please advise us of this. If you wish to make a complaint we ask that you put this in writing and send it for the attention of the Practice Manager. All complaints will be acknowledged within a period of 3 working days. 

Our complaints procedure has two stages. Stage one - early, local resolution, where we will try to resolve your complaint quickly, within 5 working days where possible; Stage Two - Investigation, where we will provide a full written response within 20 days unless there is clearly a good reason for needing more time.

If you would rather make an informal comment, suggestion or even compliment about the service then you can obtain a form from the receptionist and write your comment on the comment sheet and place this in the box at the reception desk.

CLICK HERE to download our Complaints Leaflet

In investigating your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Ensure you receive an apology, where this is appropriate
  • Identify what we can do to make sure this problem does not happen again

At the end of the investigation your complaint will be discussed with you in detail, either in writing or in person.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of proving this.

What you can do next

We hope that if you have a problem, you will make use of our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice. This does not affect your right to approach NHS Grampian. If you do not wish to raise a complaint or you are dissatisfied with the results of our investigation you should contact the NHS Grampian Complaints Team for further advice. 

NHS Grampian Feedback Service
Summerfield House
2 Eday Road
AB15 6RE

Tel: 0845 337 6338

If you remain dissatisfied with the response to your complaint, you have the right to refer the matter to the Scottish Public Services Ombudsman at SPSO, Freepost EH641, Edinburgh EH OBR, Tel: 0870 0115378.

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