Practice Complaints Procedure

At Glasgow Medical Rooms, we always aim to provide the highest standard of care and service. However, we recognise that there may be times when you feel this has not been achieved. This page explains what will happen if you wish to make a complaint about the service we provide.

We encourage you to raise any concerns as soon as possible — ideally within a few days or weeks — to help us understand and resolve the matter quickly. Most issues can often be resolved informally at the time they arise, directly with the person involved.

Who can make a complaint?

• Anyone directly affected by the way Glasgow Medical Rooms has carried out its functions.
• Anyone acting on behalf of such a person (for example, a parent, guardian, carer, advocate, other relative, or the executor of an estate).
• Anyone with reasonable concern about how Glasgow Medical Rooms’ care is being provided.

Complainants may also ask someone to help them express their complaint and advocate for them throughout the process.

How to make a complaint

We hope that most complaints can be resolved directly with us. If you wish to make a complaint, please contact the Practice Manager using any of the following:

Website: www.glasgowmedicalrooms.com

Email: info@glasgowmedicalrooms.com

Acknowledgement and response

Upon receiving your complaint, we will send you a written acknowledgement within two working days. We will then investigate your complaint promptly and keep you informed of progress throughout.

We encourage you to use our internal complaints procedure as it gives us the best opportunity to put things right. However, this does not affect your right to contact the relevant regulatory authority if you prefer, or if you are dissatisfied with the outcome.

If you wish to contact the regulator

Healthcare Improvement Scotland (HIS) is the regulator for independent healthcare services in Scotland and can accept complaints at any time.

Full guidance is available here: Making a complaint about independent healthcare services – Healthcare Improvement Scotland

Key updates to the procedure

Following a review of procedures and feedback from stakeholders, Healthcare Improvement Scotland has updated its complaints procedure. Key amendments include:

• Clarification of what is meant by legal proceedings.
• Clarification of HIS’s role when a service provider undertakes a complaint investigation at HIS’s request.
• Production of a single complaint resolution report, shared with both the service provider and the complainant at the same time.
• Introduction of a factual accuracy stage for both the complainant and the service provider.
• Amendments to the post-investigation review procedure to ensure clarity and clearer parameters for all parties.

If you have questions about the revised procedure, please contact his.ihcregulation@nhs.scot.

Confidentiality

All complaints are handled in the strictest confidence. If a complaint is made on behalf of a patient, we may require their written consent before proceeding, to comply with medical confidentiality requirements.

Discrimination

It is unlawful for private healthcare providers to discriminate on the grounds of age, sex, sexual orientation, race, disability or religion. If you believe you have been discriminated against, you have the right to complain. For more information, visit the Equality and Human Rights Commission.

Last updated: 11 November 2025