Patient Opinion

Comments, Complaints or Suggestions

If you have any comments, complaints or suggestions about the service that you have received from the doctors or staff working in either Stornoway or Habost please speak to any of the staff, nurses or doctors who will pass your comments to our Practice Manager.  If you would prefer to speak with the Practice Manager directly please ask at Reception or phone 01851 703145 (Ext. 239).

We operate an in-house complaints procedure in accordance with national guidelines.  Our Practice Manager will give you further details and a copy of our complaints leaflet.  Our aim is to give the highest possible standard of service and we deal swiftly with any problems that may occur.

How do I make a complaint

We at the Group Practice are committed to providing high quality care and treatment to our patients through the delivery of safe, effective and person-centred care. We understand, however, that sometimes things go wrong. If you are dissatisfied with something we have done, or have 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 is not possible to do as you suggest. 

You can complain to the Practice Manager in person, by phone (01851 703145), in writing (The Group Practice, Springfield Health Centre, Springfield Road, Stornoway, HS1 2PS) or by email: [email protected]

More information regarding the complaints procedure can be found in our complaints handling leaflet, which the Practice Manager will provide.

Patient Advice and Support Service

In addition, the Patient Advice and Support Service is an independent service, which provides free, accessible and confidential information, advice and support to patients, their carers and families about NHS healthcare. There is more information about the Patient Advice and Support Service at www.patientadvicescotland.org.uk. You can access this service through any Scottish Citizens’ Advice Bureau in Scotland. You can find the contact details for your local Citizens’ Advice Bureau at www.cas.org.uk.

The Lewis Citizens’ Advice Bureau (Western Isles) can be contacted on (01851) 705727 or by email [email protected]

The Scottish Public Service Ombudsman (SPSO)

Contacting the Ombudsman

If you feel that the Practice and/or NHS Western Isles have not handled your complaint correctly, you have the right to appeal to the Ombudsman. The contact details are:

Phone

Freephone 0800 377 7330 or call 0131 225 5300

British Sign Language (BSL) users can use  contactSCOTLAND-BSL

By post

Freepost SPSO (this is all you need to write on the envelope, and you don’t need to use a stamp) 

Fax

0800 377 7331

In person

Scottish Public Services Ombudsman, Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS

Opening Hours:  Monday, Wednesday, Thursday and Friday 9am-5pm; Tuesday 10am-5pm.

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

The Group Practice will close

every Thursday afternoon

commencing Thursday 16 June 2022

for staff training and development.


If you require medical attention that cannot wait you can phone the surgery on 01851 703145.  You will be given the option to leave a message and a GP will phone you.

 

You can also submit an eConsult via our website (www.groupmedical.co.uk) if you need to contact a GP or nurse and it is not urgent.


In the case of an emergency call 999