Practice Complaints Procedure

KMG Letterhead


The team at Kennoway Medical Group do their utmost to provide you with the best service possible, however there may be occasions when you feel dissatisfied with the service provided. If you have a complaint or concern about the service you have received from clinicians and/or administration staff within the practice, please let us know. 

How to Complain
It is our hope that most problems can be managed quickly and smoothly, often at the time they arise, and with the person/people involved. If your problems cannot be resolved in this manner, and you wish to make a formal complaint, we would like to know as soon as possible – ideally within a few days, or at the most a few weeks. This will enable us to establish the events surrounding your concerns more efficiently. If for any reason it is not possible to do so, we would be grateful if we could be provided with the details of a complaint

Within six months of the event
Within 6 months of your realising that you have concerns – providing that it is no more than twelve months following the event. 
(these limits may be waived in extenuating circumstances)

Formal complaints should be in writing, addressed to our Practice Manager, Miss Laura M Haig, or if you would prefer, a Practice Partner (Dr Fiona Woolard, Dr Sharon Mullan, Alister Scott). Alternatively, you may request an appointment with our Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you, and ensure that your concerns are dealt with promptly. It is advantageous if we are provided with as much information as possible when dealing with a complaint.  

What we will do
We will ensure that your complaint is acknowledged within two working days and aim to have looked into your complaint within ten working days from the date that the concerns were raised with the practice. We shall then be in a position to give you an explanation, or offer a meeting with those involved.  
In investigating your complaint, we aim to:

Investigate your concerns and identify what went wrong

Provide you with the opportunity to discuss your concerns with those involved

Ensure you receive an apology where appropriate

Review our processes to ensure that the same problem does not occur again in the future

Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of medical confidentiality.  In the event that you are required to lodge a formal complaint on behalf of someone else, it is important that we are provided with proof of consent. Legal documentation (e.g Power of Attorney), or a signed letter must be provided before we can proceed with the complaints process. A ‘Third Party Access’ form can be obtained from our reception team, which must be signed by both parties.  

Complaining to the Health Board
We hope that if you have any concerns, you will make use of the practice complaints procedure. The practice complaints process allows us the opportunity to rectify any errors and improve our practice. This does not affect your right to approach the Health Board if you feel unable to approach us directly, or in the event that you are dissatisfied with the results of our investigation. To complain directly to the Health Board, please contact:
Patient Relations Department, Fife NHS Board, Room 104, Hayfield House, Hayfield Road, Kirkcaldy KY2 5AH. E-mail: Tel: 01592 648153 Ext: 28153

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