Complaints Process for Our GP Practice (NHS Scotland)

We are committed to providing high-quality care and take complaints seriously. If you are unhappy with any aspect of our service, please follow the steps below.

Step 1: Contact Us in Writing

To make a complaint, please contact us in writing via:

• Email: [surgery@livingstonbarclay.com]
• Letter: Barclay Medical Practice, Carmondean Centre S, Livingston EH54 8PY.

Please include:

• Your full name and contact details
• A clear description of your complaint
• The date(s) of the incident(s)
• Any relevant details to help us investigate

Step 2: Acknowledgement and Investigation

• We will acknowledge your complaint within seven working days.
• Our team will investigate your concerns thoroughly and fairly.
• If we need more details, we may contact you for further discussion.

Step 3: Response and Resolution

• We aim to provide a full response within 20 working days. If more time is needed, we will keep you informed.
• Our response will outline our findings and any actions taken.

Step 4: Further Action (If Needed)

• If you are not satisfied with our response, you can escalate your complaint to:

NHS Board Complaints Team

You can contact your local NHS Board if you feel your complaint has not been resolved.

Please Contact:

NHS Lothian Complaints, 2nd Floor, Waverley Gate, 2/4 Waterloo Place, Edinburgh,
EH1 3EG
Phone: 0131 2536 3370
E-mail: complaints.team@nhslothian.scot.nhs.uk

Scottish Public Services Ombudsman (SPSO)

If you remain dissatisfied after the NHS Board’s response, you can take your complaint to the SPSO:

• Website: [www.spso.org.uk](https://www.spso.org.uk)
• Freephone: 0800 377 7330
• Email: [ask@spso.org.uk](mailto\:ask@spso.org.uk)
• Address: Freepost SPSO (no stamp required)

We appreciate your feedback and use complaints to improve our services. Thank you for raising your concerns with us.