Complaints

Please send any complaints in writing to:

Patient Engagement Manager
Riverside Medical Practice
Musselburgh Primary Care Centre
Inveresk Rd, Musselburgh
EH21 7BP

Complaints of a clinical nature are reviewed by our lead GP Partner for complaints.

Please note that we cannot typically make appointments for you, as a result of your sending in a complaint letter. Please call us on 0300 790 6266 Monday – Friday from 8am to book an appointment with a GP or with the CWIC team, or after 10am for all other matters.

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, 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.

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 mygov.scot for details of who to contact.