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@clydebankbarclay.com]
• Our dedicated patient complaints form
• Letter: Barclay Medical Practice, Health & Care Centre, Queens Quay Main Ave, Clydebank G81 1BS

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 Glasgow Complaints, North East Sector Offices, Stobhill Hospital, 300 Balgrayhill Road, Glasgow, G21 3UR
Phone: 0141 201 4500
E-mail: complaints@ggc.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.