Patient feedback and complaints
Edinburgh Adult Psychiatry is committed to delivering high-quality psychiatric care. Patient feedback is crucial in helping us continually improve
our services. We ensure that any concerns raised are dealt with promptly, respectfully, and fairly. Complaints will not adversely affect the care
provided to patients, and all complaint records are stored securely and separately from clinical records.
Who Can Complain?
A complaint can be raised by:
• A service user (patient)
• Someone acting on behalf of a patient, provided we have the patient’s written consent
• The next of kin or nominated representative if the patient has deceased
We will offer additional assistance to anyone requiring support to make a complaint, including vulnerable individuals or those experiencing mental health difficulties.
How to Make a Complaint
Complaints can be raised in the following ways:
• Email: admin@edinburghadultpsychiatry.co.uk
• Telephone: 0131 364 4758
• In writing addressed to:
Edinburgh Adult Psychiatry
5 South Charlotte Street
Edinburgh EH2 4AN
If a complaint is initially made verbally, we may request written confirmation to ensure accurate recording. If you require assistance in
submitting your complaint in writing, please contact us, and a staff member will help you document your concerns.
Responsibility
The Medical Director is responsible for ensuring that complaints relating to clinical care and administrative matters are thoroughly investigated and resolved.
Handling Your Complaint
Acknowledgement: We will acknowledge receipt of your complaint within three working days. You will be informed of the name and role of the person responsible for investigating your complaint.
• Investigation: A senior member of the practice will investigate your complaint, reviewing all relevant documentation and speaking with staff involved. You may be requested to provide further details or clarifications as needed.
• Resolution: We aim to resolve all complaints within 20 working days. If additional time is required, you will be regularly updated every 20 working days until the investigation concludes. Upon completion, you will receive a detailed written response outlining:
o The nature and specifics of your complaint
o The findings of the investigation
o Actions taken or proposed to resolve your concerns
o Any further measures the practice intends to implement to prevent recurrence
Possible Outcomes (Redress)
If your complaint is upheld, possible forms of redress may include:
• An apology (verbal or written)
• Clarification of events leading to the complaint
• Changes to policies or practices aimed at service improvement
• Staff training and performance review, where appropriate
• In exceptional circumstances, financial compensation at the discretion of the Medical Director
Recording and Monitoring Complaints
All complaints will be securely recorded electronically, and the Medical Director will periodically review them to identify patterns and opportunities for service improvement.
Time Limits
Complaints should generally be made within six months of the incident or from the date the issue came to the complainant's attention. In exceptional circumstances, complaints outside this timeframe may be considered if there is a valid reason for the delay and if a fair investigation remains feasible.
Healthcare Improvement Scotland
If you remain dissatisfied following our investigation, or if you prefer independent oversight, you may contact Healthcare Improvement Scotland directly:
Healthcare Improvement Scotland
Independent Healthcare Services Team
Gyle Square
1 South Gyle Crescent
Edinburgh EH12 9EB
Telephone: 0131 623 4342 (10 am - 2 pm, Monday to Friday)
Email: his.ihcregulation@nhs.scot
More information can be found at:
We value your feedback and are committed to ensuring your experience with Edinburgh Adult Psychiatry is positive, responsive, and continuously improving.