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The National Health Service (General Medical Services Contracts) (Scotland) Regulations 2004
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Complaints procedure
82.—(1) The contractor shall establish and operate a complaints procedure to deal with any complaints in relation to any matter reasonably connected with the provision of services under the contract which shall comply with the requirements in paragraphs 83 to 86 and 88.
(2) The contractor shall take reasonable steps to ensure that patients are aware of—
(a)the complaints procedure; and
(b)the role of the Health Board and other bodies in relation to complaints about services under the contract.
(3) The contractor shall take reasonable steps to ensure that the complaints procedure is accessible to all patients.
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