Our Complaints Procedure

Introduction

Elscott Medical Ltd. is always committed to delivering a high-quality service and endeavours to provide the patient with excellent personal and professional care . However, there may be times when a patients expectations are not met and they’re not satisfied with the service received.

Our complaints procedure ensures that we respond to your concerns considerately, quickly and as effectively as
possible. All comments and complaints are taken seriously, regardless of their nature.

Definition of a Complaint

A complaint is any expression of dissatisfaction—whether spoken, written, or communicated through any other means—
about any aspect of the care, service, conduct, communication, or environment provided by Elscott Medical Ltd.
A complaint may be made by a patient, a representative acting with the patient’s consent, or any individual affected by
the service.

Complaints may relate to (but are not limited to):

• Clinical care or treatment
• Communication or information provided
• Staff behaviour or professionalism
• Administrative processes
• Delays, access, or service quality
• The environment or facilities

All complaints are taken seriously and handled in line with our duty of candour, fairness, and transparency.

Responsibilities and information

How do I make a complaint?

Verbal Complaints – Every effort will be made to resolve your complaint while you are still at the clinic. However, if
your concerns are not resolved to your satisfaction then help will be given on making a written complaint.

Written Complaints – All written complaints should be addressed to the Registered Manager via email to
[email protected] or by post Elscott Medical Ltd., 76 West Regent Street, Suite1, Glasgow G2 2QZ

The letter should include:

• Who or what has caused you concern
• Where and when the event took place
• What action, if any, has already been taken
• What result you would like from your complaint

We will then acknowledge receipt of your letter within 3 working days.

We will investigate the complaint and will write to you with the outcome within 28 days. If the investigation is still in
progress, a letter will be sent explaining the reason for the delay regularly, at the very minimum of every 10 days.

If you are still not satisfied with the way your complaint has been dealt with you can make a complaint to Health
Improvement Scotland.

Contacting Healthcare Improvement Scotland (HIS)

Patients can contact Healthcare Improvement Scotland at any time, including if they are unhappy with the outcome of a
concern or complaint raised with us, or if they prefer to speak directly with the regulator.

Healthcare Improvement Scotland contact details:

Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

Email: [email protected]

The six core principles of Elscott Medical Ltd are as follows:

1. All feedback is important to us.
2. We want to make it easy for you to raise a concern or complain if you need to.
3. We follow a complaints procedure and keep you informed.
4. We will try to answer all your questions and any concerns you raise.
5. We want you to have a positive experience of making a complaint.
6. Your feedback helps us to improve our service.

Learning from Complaints

Elscott Medical Ltd. is committed to using complaints as an opportunity for improvement.

All complaints are reviewed to identify themes, contributing factors, or areas where practice, communication, or
systems can be strengthened.

Where learning is identified, appropriate actions may include staff training, updates to policies or procedures, improved
communication materials, or changes to clinical or administrative processes.

Learning outcomes are documented and reviewed during governance meetings to ensure sustained improvement.

We encourage a culture where feedback—positive or negative—is valued as a tool for continuous development.