Complaints

Complaints Procedure

Making 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.  We welcome information to help us make positive changed to our practice when required. 

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 – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint: 

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

ANP Bernadette Campbell (Practice Manager) will be pleased to deal with any complaint.  They will explain the procedure to you and make sure that your concerns are dealt with promptly.  

You can make your complaint:

  • In person  –   ask to speak to Nurse B. Campbell.
  • In writing  –   some complaints may be easier to explain in writing. please give as much information as can, then send your complaint to the practice for the attention of  the Complaints Officer Nurse B. Campbell as soon as possible.

The Patient and Client Council.

Throughout the complaints investigation you also have a right to seek the help of the Patient and Client Council.

The Council is an independent body set up to represent your interest in health and social care. It is willing to assist you at any stage of your complaint by providing advice and support.

The Council can be contacted by: Freephone: 0800 917 0222 /E-mail: info.pcc@pcc-ni.ne

Complaints by GPs

GPs are also entitled to complain about a patient if they feel that the patient’s conduct is causing considerable difficulties for the practice or if they feel the patient is being unreasonable. If you are the subject of a complaint we would hope that any misunderstanding could be quickly resolved by speaking to the GP or member of staff concerned.

Our Complaints procedure meets with the criteria agreed for the Northern Ireland Health and Personal Social Services and as    required under the guidelines for complaints and resolutions an anonymised copy of your correspondence and or reponse will be sent to the Strategic Planning and Performance Group(Formerly HSCB).   

Help us get it right

We constantly try to improve the service we offer.

Please let us know when you think we have done something well or if  you have any suggestions as to how we can do something better.