We make every effort to give the best service possible to everyone who attends our practice.  

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.  Please see our Patient Complaint Leaflet for how we manage complaints.

To pursue a complaint please complete the form and send it to the practice via post to Practice Manager, Ladywell Medical Centre East, 26 Featherhall Avenue, Edinburgh, EH12 7UN.  You can also hand it in to the practice or write a letter.  You may also email your complaint to the practice but you must ensure that the subject header is entitled "Complaint".   Please note that, as per NHS Lothian IT Security Policy, we are unable to respond to complaints via email so will do so by letter. The email address is clinical.s70361@nhs.scot    Alternatively you may contact the Practice Manager by telephone on 0131 334 5000 who will deal with your concerns appropriately.

Sometimes, the way someone acts makes it difficult for us to deal with their complaint. Our policy on “Protecting Colleagues from Unacceptable Behaviour” explains what we do when this happens.           

To make a complaint about an NHS Lothian service – hospital, District Nurse, Health Visitor etc, please contact the NHS Lothian Patient Experience Team

Address:              Patient Experience Team – NHS Lothian

Mainpoint

102 West Port

Edinburgh

EH3 9DN

Phone number:      0131 536 3370

                              Open Monday to Friday  9.00am – 2.00pm

Email:                     loth.feedback@nhs.scot

Further information:     NHS Inform – www.nhsinform.scot

NHS Lothian – www.nhslothian.scot