- BLACKFRIARS MEDICAL PRACTICE
Main reception - 01334 477477
Fax - 01334 465622
- PRACTICE OPENING HOURS
Monday to Friday
8:00am - 6:00pm
Practice Closure Dates - OUT OF HOURS
Before 8am and after 6pm on weekdays, and at weekends phone main surgery number which will automatically be put through to NHS 24. NHS 24 number – 08454 24 24 24.
Please only use this service for problems that cannot wait until the next working day. - SERIOUS EMERGENCIES
DIAL 999 - LOCAL PHARMACIES
Lloyds - 01334 475395
Boots - 01334 474306
Morrisons - 01334 477600 - STUDENTS
Have you registered with a doctor?
At Blackfriars, we register all students with surnames from Goe-M (inclusive)
For surnames A-God, please contact Feddinch practice on 01334 476840.
For surnames N-Z, please contact Strathcairn practice on 01334 473441. - INFORMATION LEAFLETS
Click here for patient information leaflets
Complaints procedure
If you have a complaint or comments about any aspect of the Practice, or any suggestions for improvement, please contact our Practice Manager. A private and confidential meeting can quickly be arranged.
We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days, or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- Within 6 months of the event you want to complain about; or
- Within 6 months of realising you have a reason to complain (but no longer than 12 months after the event)
If you feel that the time limit should not apply to your complaint, please speak to the person dealing with this. Sometimes a complaint can be accepted after the time limits. Complaints may be made in person – please ask to speak to our Practice Manager – or in writing – some complaints may be easier to explain in writing. Please give as much information as you can, then send your complaint for the attention of the Practice Manager at BLACKFRIARS MEDICAL PRACTICE, ST. ANDREWS COMMUNITY HOSPITAL, Largo Road St. Andrews KY16 8AR.
What we shall do;
- We would like to make sure that we settle any complaints as quickly as possible.
- We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Ensure that you receive an apology, where appropriate
- Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality.
You can complain for someone else if you:
- Have their agreement to complain. A letter signed by the person will be needed unless they are incapable, because of illness, of providing this. Alternatively a pre-printed form (Authorisation to Make a Complaint) is available from the practice
- Are a parent, guardian, or main carer and your child is not mature enough to understand how to make a complaint
- Have a welfare power of attorney or a welfare guardianship for someone who cannot make decisions for themselves, and the order gives you the power to make a complaint about health care
- Are a relative of, or someone with a relationship with, a patient who has died and you were concerned for their welfare
- Are acting as an advocate for the patient
What you can do next
We hope that if you have a problem that you will use the procedure described. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
This does not however affect your right to approach NHS Fife if you feel you cannot raise your complaint with us, or you are dissatisfied with the way we are dealing with your complaint or the outcome. Please contact the following:
Mrs Cathy Philip
Patient Relation Department
Fife NHS Board
Hayfield House
Hayfield Road
Kirkaldy
KY2 5AH
Direct dial: 01592-647991
You may obtain a downloadable copy of the Complaints Procedure by clicking here.
There are also copies of these within the practice. Copies can also be obtained by telephoning 0800 22 44 88, online at www.hris.org.uk or from your local citizens advice bureau.
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