Noticeboard

Mask Wearing

From the 16th May, the Scottish Government has advised to stand-down the current guidance regarding the extended use of fluid resistant face masks (FRSM) and face coverings within health and care settings for staff, patients and visitors.  

It is no longer necessary to wear any face covering unless it is required where there is a risk from close contact with individuals displaying respiratory symptoms.

Patients will not be asked to wear face masks unless there is a risk of transmission from individuals with respiratory symptoms, however, patients and visitors may still choose to wear a face covering as a matter of personal choice.

The new guidance covers all hospitals, health centres, community sectors, primary care facilities and care homes.

 VERBAL ABUSE

Unfortunately, our practice staff have been subject to an increase of verbal abuse over recent weeks from a small number of patients.

This is not acceptable and we would like to remind everyone to be mindful of this when contacting the practice.  The practice is extremely busy and we are dealing with queries as quickly and efficiently as we can.

Verbal abuse towards any of practice staff will not be tolerated and may result in you being removed from our practice list.

Complaints

Portland Park Medical Centre Complaints Handling Procedure

Complaints Officer: Practice Manager

Telephone 01698 284353 ppmc@lanarkshire.scot.nhs.uk

We are committed to providing high quality care to our patients but we understand that sometimes things go wrong. If you are dissatisfied with the service that we provide please tell us. We will investigate your complaint and endeavour to resolve any issues.

How do I complain?

You can complain in person, by phone or in writing including email

When complaining please tell us:

- your full name, address and your preferred method of contact,

- the details of the person affected, if you are complaining on behalf of someone else

- as much information about the complaint as you can including what has gone wrong, when and where it happened

- how you would like us to resolve the matter.

When can I complain?

Normally, you must make a complaint within 6 months of

- the matter which is subject to complaint

- the time that you became aware of the matter about which you wish to complain, but not longer than 12 months after the event itself.

It is easier for us to resolve complaints if you make them quickly and directly to the service concerned.

 

Who can complain?

A complaint may be made by the patient or a patient's representative.  This could be a relative, carer, friend or anyone that you consent to act on your behalf. There are advocacy services that can assist you.

For information, help and independent advice you can contact Patient Advice and Support Service (PASS). PASS is an organisation that provides free and confidential support to patients and other members of the public in relation to NHS Scotland. It is run by the Citizens Advice Bureau. The service helps you understand the rights and responsibilities of a patient and can advise and support people who wish to raise concerns or make a complaint to the NHS. Further information and contact details can be found on the PASS website: https://pass-scotland.org.uk/making-a-complaint/

 

What happens next?

We aim to resolve complaints quickly. If it is possible, we will do this by discussing your concerns with you.

If your complaint is more complex, requires us to conduct an investigation or you are not satisfied with an initial discussion we will acknowledge receipt of your complaint within 3 working days.

The complaint will normally be investigated, and a response sent within 20 working days, or as soon as reasonably practicable, Should it not be possible to respond within 20 working days, you will be provided with an explanation for the delay and, where possible, given a revised timetable for the investigation.

What if I am still dissatisfied?

If you are still dissatisfied at the end of the complaints process, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. You can contact the SPSO in the following ways:

Post: Freepost SPSO

 

Freephone: 0800 377 7330 or call 0131 225 5300 Email: ask@spso.org.uk

 

Website: https://www.spso.org.uk/spso

In person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS



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