Concerns, Feedback and Complaints
Not every concern needs to be raised as a formal complaint. If you have a question, concern, or administrative issue, we encourage you to contact us first, as many matters can be resolved quickly and informally.
If you remain unhappy, or if you would prefer your concern to be handled as a formal complaint, please follow the process below.
How to Raise a Complaint
In the first instance, please contact our Administrative Lead:
Email: complaints@smithpulmonology.com
Please provide:
- Your name
- The date of your consultation, if relevant
- Details of your concern
- Your preferred contact details
- Any relevant documents or correspondence
- The outcome you are seeking, if you have one in mind
Complaint Reference Number
When we receive a complaint, we will allocate a unique complaint reference number. Please quote this reference number in any future correspondence relating to your complaint.
Acknowledgement
We aim to acknowledge complaints within five working days. Our acknowledgement will confirm that we have received your complaint, provide your complaint reference number, and explain the next steps in the process.
Investigation Process
We will investigate your concerns carefully and fairly. Depending on the circumstances, we may:
- Review relevant medical records and correspondence.
- Review appointment and administrative records.
- Speak with staff involved.
- Request further information from you.
- Seek independent professional advice where appropriate.
Discussion of Your Concerns
Where appropriate, we may invite you to discuss your concerns by telephone, video call, or in person. The purpose of any discussion is to better understand your concerns, clarify any outstanding issues, and allow you to explain the outcome you are seeking.
Notes may be taken during these discussions and retained as part of the complaint record.
Written Response
Once our investigation is complete, we will provide a written response. We aim to provide a response within 28 days of acknowledging the complaint, although more complex investigations may occasionally take longer. If this happens, we will keep you informed of progress.
Confidentiality
Complaints are handled confidentially. Information will only be shared with those involved in investigating and responding to the concerns raised, or where disclosure is required by law or professional obligation.
If You Remain Dissatisfied
If you remain dissatisfied after receiving our response, please let us know, outlining any outstanding concerns. We will carefully review whether any further clarification, discussion, or additional action may be appropriate.
Concerns Relating to Ross Hall Clinic Braehead
Consultations take place at Ross Hall Clinic Braehead, part of Circle Health Group.
Concerns relating specifically to hospital facilities, appointments, investigations, hospital administration, parking, or access may also be raised directly with Circle Health Group.
Commitment to Improvement
We welcome feedback and use complaints, concerns, and suggestions to improve the quality, safety, and experience of our service.
Last Updated
June 2026