The inbox your complaint will be sent to isn’t continuously monitored. If you’ve asked us to reply by email, please make sure you check your junk mail, as we have had some reports of complaint responses going there.

Please do not submit this form to:

  • make or amend appointments: we cannot make appointments for you or call you back if you submit this form – please call us on 0300 790 6266
  • get urgent medical advice – please call 999 or 111 if needed
  • request blood test results: please call us on 0300 790 6266 – we recommend calling at quieter times such as midweek afternoons for results
  • request prescriptions – please use our order form or call us if you’re not able to do this
  • register with us – please go to our registration page
  • to follow up on prescriptions which are overdue (please check expected timelines first) – please instead use our clinical email

Please do submit this form to:

  • to make a formal complaint

How we’ll respond

We take all complaints seriously and we aim to resolve them with you, as quickly as possible. We work to NHS standards in terms of resolving complaints.

  • Within 5 working days: we aim to acknowledge your complaint and let you know the next steps we plan to take. We aim to resolve your complaint within this timeframe too, if we can.
  • Within 21 working days: if we need to ask a doctor to review your complaint, it’ll take us a little longer to investigate it. We’ll let you know if this is the case for you.

Complaints Form
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Privacy Policy

This form collects your name, date of birth, email, other personal information and medical details. This is to confirm you are registered with the practice, to allow the practice team to contact you and also to update your medical records held by the practice and our partners in the NHS. Please read our Privacy Policy to discover how we protect and manage your submitted data.

If you don’t feel we’ve resolved your complaint

If you don’t feel your complaint has been resolved after these steps, please visit for details of who to contact.

Sending complaints by post

If you prefer, you can also send feedback and complaints to Helen Marsden, our Patient Engagement Manager, in writing:

Riverside Medical Practice
Musselburgh Primary Care Centre
Inveresk Road
EH21 7BP