We make every effort to give the best service possible to everyone who attends our practice.  

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.  Please see our Patient Complaint Leaflet for how we manage complaints.

To pursue a complaint please complete the form and send it to the practice via post to Practice Manager, Ladywell Medical Centre East, 26 Featherhall Avenue, Edinburgh, EH12 7UN.  You can also hand it in to the practice or write a letter.  You may also email your complaint to the practice but you must ensure that the subject header is entitled "Complaint".   Please note that, as per NHS Lothian IT Security Policy, we are unable to respond to complaints via email so will do so by letter. The email address is clinical.s70361@nhs.scot    Alternatively you may contact the Practice by telephone on 0131 334 5000.

Sometimes, the way someone acts makes it difficult for us to deal with their complaint. Our policy on “Protecting Colleagues from Unacceptable Behaviour” explains what we do when this happens.          

To make a complaint about NHS waiting times or an NHS service

Please note that GP practices and other primary care services are not responsible for NHS waiting times for hospital appointments, investigations, or treatments. These waiting lists are managed by secondary care services and NHS Boards, and GP practices have no influence over waiting times or appointment availability once a referral has been made.

If you have concerns or wish to make a complaint regarding NHS waiting times, delays to treatment, or hospital services, these should be directed to NHS Lothian, which is responsible for managing these services. 

We understand that waiting for care can be frustrating and appreciate your patience. Our practice team will continue to support you with your healthcare needs while you await further treatment.

To make a complaint about an NHS Lothian service – hospital, District Nurse, Health Visitor etc, these should be directed to NHS Lothian, which is responsible for managing these services.

Should you make a complaint to the Practice about either of the above situations, the Practice will refer you to NHS Lothian.

The contact details for making your complaint are below:

Patient Experience Team – NHS Lothian

Mainpoint

102 West Port

Edinburgh

EH3 9DN

Phone number: 0131 536 3370.  Open Monday to Friday  9.00am – 2.00pm

 Email:                             loth.feedback@nhs.scot

Further information:       NHS Inform – www.nhsinform.scot

NHS Lothian:                  www.nhslothian.scot