Complaints

Our aim is to always try to offer you the best services possible, but there may be times when you feel this is not the case. We understand the daily frustrations patients have and we ask that you are considerate towards staff as we try to solve these problems for you. Processes are in place to allow us to deal most efficiently and effectively with all requests and if something has gone wrong or fallen below standard we are always willing to hear anf be given the opportunityto improve where we can and avoid a reoccurance.

How do I make a Complaint?

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know. While individual staff will always try to help solve any issues quickly as best they can, they may not always be able to and will pass on any issues to relevant staff. All day to day queries or complaints will be dealt with by the Office Supervisor. Any concerns raised will be flagged with the Practice Manager and Partners to allow us to reflect and see how we can continuously improve services.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - but normally within 6 months - because this will enable us to establish what happened more easily. If you wish to make a complaint please include dull name and contact details, what the compalint is about or details of what happened and where possble what you would like us to do - offer an apology, and or explanation or to look at changes to services.

Complaints can be made either verbally or in writing to any member of staff or doctor. This can be done by:

Raising in person
Telephoning the surgery on 02890777905
In writing, giving full details of complaint to Our Practice Manager

How is my Complaint dealt with?

Our complaints procedure is designed to make sure that we settle any complaints thoroughly, honestly, objectively and as quickly as possible. The Practice will aim to address your concerns fully and provide you with an explanation and discuss any action that may be needed.

If we are unable to investigate your complaint, we will tell you why and signpost you to the most appropriate organisation to assist you.

We have a 2 stage complaints procedure:

Stage 1

We will try to respond quickly and resolve your concerns immediately and at the point where the service was delivered. To provide you with an explanation and/or the action to resolve the problem.

If the concern raised requires further investigation, we aim to complete this and notify you within 5 working days (which can be extended by a furhter 5 working days if required).

If the complaint is complex and requires more time to investigate or remains unresolved at this stage, we will proceed to stage 2 of the complaints procedure.

Stage 2

Formal acknowledgement of your complaint (normally in writing) within 3 working days of being received by the Practice. Confirming the issues to be investigated and what you'd like to achieve.
A full written response of the outcome will be forwarded to you within 20 working days. The timeframe may be extended if required and you will be kept up to date with the progress of the investigation and an expected completion.
Following completion of procedure; should any changes be required to Practice systems this will be discussed with staff and implemented as soon as possible.

Next Step

The Practice will retain a reocrd of all complaints and will report complaint information to the strategic Planning and Performance Group (SPPG) or the Northern Ireland Public Service Ombudsman (NIPSO) where required.

The Practice cannot deal with questions of liability or compensation but we hope we can look into and put right any problem you experience.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. Where possible, you should have the written consent of the individual concerned.

What you can do next

We hope that, if you have a concern, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our Practice.

If you remain dissatisfied after receiving our final response to your complaint, you may contact the NI ombudsman (NIPSO) to consider it, within 6 months of receiving the Practice response.

NIPSO's contact details are:

The Northern Ireland Public Services Ombudsman

33 Wellington Place,

Belfast, BT1 6HN

Tel: Freephone: 0800 34 34 24

Email: nipso@nipso.org.uk

Web: www.nipso.org.uk