The relationship between a clinician and a patient is based on mutual trust, respect, honesty, and open communication. This is also reflected in GMC guidance, which states that “patients must be able to trust medical professionals with their lives and health.” The GMC also makes clear that doctors must be honest and trustworthy, act with integrity, and maintain appropriate professional boundaries.
We fully recognise that patients may sometimes feel unhappy with aspects of their care, and we take complaints and concerns seriously. For this reason, we have a clear and transparent complaints process in place, which allows concerns to be reviewed properly, investigated fairly, and responded to appropriately.
We would always ask patients to use the correct complaints procedure rather than raising concerns through social media in the first instance. This is important because social media posts may contain information that is incomplete, inaccurate, or unsubstantiated, and the service may be limited in what it can say publicly in response because of our professional duty to protect patient confidentiality.
Where a patient chooses not to use the complaints process, and instead makes derogatory, potentially inaccurate, or unsubstantiated public comments before we have had a fair opportunity to investigate and respond, this can seriously damage the relationship of trust between the patient and the clinical service.
In such circumstances, we may consider that the therapeutic relationship has broken down. If this happens, we may ask the patient to leave our service list and seek ongoing care from another appropriate provider.
How to complain?
A complaint can be made by:
Telephone: 0141 230 3635
Email: contact@adhddirect.co.uk
Post: First Floor, Craighall Business Park, 8 Eagle St, Glasgow G4 9XA
Contacting Healthcare Improvement Scotland.