Suggestions and Complaints

We have an in-house complaints procedure by which we intend to resolve any problems that may arise as quickly and helpfully as possible.

You are invited to speak to our Complaints Officer Dr Shaw or one of the other doctors. they will try to resolve the problem informally or, if this cannot be done, invite you to make a written complaint.

You will be offered help putting this down on paper if you want. If you write a complaint this will be acknowledged within two / three working days. It would be helpful if you could inform us of any problems 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 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 require to know that you have their permission to do so.

If you would prefer to talk to someone who is not involved you can telephone or write to the NHS Highland Complaints Team at PO Box 5713, Inverness, IV1 9AQ - (Telephone 01463 705997) - Email ' This email address is being protected from spambots. You need JavaScript enabled to view it. '. You will be given a prompt reply within 4 weeks of them receiving your complaint. When their are good reasons why this cannot be achieved, you will be kept informed of progress.

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, or by discussing with a member of staff.