Private Work

Even though you are registered with us there are some services we can offer that are not provided by the National Health Service. For example, passport applications and insurance documents. We make a charge for these services, which are on display in reception. Please feel happy to check with reception what the charge will be.

Quality Practice Award

In December 2002 the Practice successfully gained the Quality Practice Award of the Royal College of General Practitioners. This recognises the high quality of the clinical and administrative work done by all our Doctors, nurses and staff.

The Quality Practice Award is valid for five years. The practice team has been working to complete the award for the second time. On 19th Feb 2008 we became only the thirteenth practice in the whole of Scotland to be awarded QPA for the second time.

Suggestions

We would like to hear of any suggestions you may have about any part of the Practice. Please send them to the Practice Manager or post into our suggestion box in our waiting room.

Complaints

We operate a practice complaints procedure for dealing with complaints. This system meets national criteria.

If you wish to make a complaint you can approach any member of the practice team. We aim to deal with any problem both quickly and effectively. You will receive an acknowledgement within 2 working days and an explanation within 10 working days.

It would be helpful if you could inform us of any problem as soon as possible after the incident has taken place, and at the latest within 12 months.

In investigating your complaint we aim to:

• Find out what happened, and what went wrong
• Enable you, if you would like, to discuss the problem with those
  concerned
• Ensure that you receive an apology, if appropriate
• Try to prevent the same thing happening in the future

If you are complaining on behalf of someone else, and in order to maintain patient confidentiality, we will need to know that you have his or her permission to do so.

If you would prefer to talk to someone who is not involved, you can telephone or write to:

The Complaints Team
NHS Highland
PO Box 5713
INVERNESS
IV1 9AQ
Tel: 01463 705997
Fax: 01463 711322
Email: complaints@mailbox.haht.scot.nhs.uk

If you would like to make a suggestion that you feel could improve the service we offer to patients, please let us know by using the suggestion box in the waiting room, or by discussing with a member of staff.

Complaint/suggestion form