Complaints and Feedback
We are open to all suggestions and reviews. Ideally, we would prefer you to speak with us directly so that we can have fix the issue quickly and to provide you with the care you deserve…
We have a ‘Suggestions Box’ in our reception area that can be used for compliments and feedback. We ask all complaints be submitted formally to a staff member or using the link provided.
If you would like to submit a complaint or feedback, please follow the link below.
NHS Feedback, complaints and your rights | NHS inform
Access Medical Records
If you need to access your medical records, we can request these for you. You do not need to tell us the reason for your request. There will be a few forms for you to sign then your request will be processed by the Medical Records Department.
More information at Health records | NHS inform
Home Delivery
We can authorise a home delivery service provided by Lloyds Pharmacy Clinical Homecare to send your medication to your home rather than coming to the Centre to collect. – Inherited Bleeding Disorder patients only.
Speak with nursing staff to find out if you are eligible.
Patients – Lloyds Pharmacy – Clinical Homecare (lpclinicalhomecare.co.uk)
Travelling
If you are travelling out with the UK, you may need a customs letter (a letter stating your diagnosis and medication) to pass Airport Security with your medication. We can also provide you with extra medication for emergencies and any other items you may need. Speak to a nurse for further advice.
Custom letters are valid for 12 months from day of print. If you are travelling out of the EU then you will need medication batch numbers on the letter (letters with batch numbers are one time use).
Ensure you know where your nearest Centre is encase of an emergency- https://www.euhanet.org/centrelocator/
Private and Overseas
Any individual who has private healthcare or isn’t a resident in the UK will need to go through a process to establish if they are eligible for free healthcare. Any treatment received in Accident and Emergency is free, regardless, but any follow ups or inpatient ward stay may be applicable to charges. A member of the team will discuss this with you.
If you are a Private/Overseas patient who will need to be seen in our Centre or register with us in the near future email – RIE.Haemophilia@nhslothian.scot.nhs.uk to let us know in advance.
