Complaints

NB: if you’d like to express concerns about any hospital or local health board run services, including CWIC, CWIC Mental Health, the MSK Line or CTAC community nursing, please direct these to the NHS Lothian Patient Experience team rather than to Riverside. Thank you.

Please send any complaints about Practice services 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 a GP Partner. We can’t typically make appointments for you, as a result of you 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.

If you’re not able to write to us (for example because of language difficulties or other similar reasons) please tell one of our call handlers that you’d like to make an official complaint over the phone. They’ll be able to arrange for one of the team to call you back within the timeframes noted below.

How we’ll respond

We take all concerns seriously and investigate all complaints we receive. We work to NHS standards in terms of resolving complaints.

  • We aim to acknowledge and/or respond to your complaint within 5 working days of our complaints team receiving it. Please be aware that at busy periods it may take us a little longer to respond.
  • If we need to ask a doctor to review your complaint, it may take us up to 21 working days from the time our complaints team receives it to respond. We’ll let you know if this is the case for you.

Next steps

If you’re not happy with how we responded to your complaint, the next step is for you to contact the Scottish Ombudsman.