THE SURGERY
1 CHURCH STREET
NEWTOWNARDS
BT23 4FH
TEL: 028 91816333

COMPLAINTS PROCEDURE

Our commitment

•	We aim to provide a quality service to all our patients.  In most instances we succeed, but sometimes things can go wrong.  If you are unhappy with a service you have received from us, we would like to hear from you. We operate a Practice Complaints procedure as part of the NHS system for dealing with complaints.  

When to complain

You can complain if:
•	You are dissatisfied with a service provided to yourself, your relatives or someone in your care by either one of our Doctors or any staff working in the practice.
•	You are concerned that you, your relative or someone in your care has been refused a service you think should have been provided.
•	Advise us of your complaint as soon as possible as this will enable us to establish what has happened more easily.
•	Complaints must be made within six months of the date of the incident in question or within six months of discovering the problem if within twelve months of the incident.

How to complain:

•	If you are making a complaint on behalf of another adult, written consent from that person will be required before any investigation commences, where this is not possible, the complaint should be brought by the next of kin.
•	In the first instance you should make the person you are dealing with aware of your dissatisfaction.  At this stage, every effort will be made to resolve the situation satisfactorily.
•	If the situation cannot be resolved to your satisfaction, please ask to speak with the Practice Manager if she is available.
•	In the event that the Practice Manager is unavailable to speak with you, please submit a brief written summary of your complaint to the manager.  It will greatly assist us if you are as specific as possible about your complaint.
•	If you require further assistance with your complaint you may contact the Patient and Client Council: Freephone 0800 917 0222 or pick up an information leaflet at the Surgery for information.

Practice manager
The Surgery
1 Church Street
Newtownards
BT23 4FH
What happens next:

Your complaint will be:-
•	Acknowledged in writing, normally within two working days of receipt.
•	You may be offered an opportunity to come in to discuss the matter with the Practice Manager.
•	The complaint will be investigated thoroughly and confidentially.
•	You will receive the outcome of the investigation in writing within two weeks. If there is to be a delay in the procedure, we will let you know the reason for this and when you may expect to receive a detailed reply.
•	Anonymised copies of your complaint and response may be forwarded to the HSCB Complaints officer for monitoring purposes.
•	We are committed to doing our best to resolve any complaint you may have.  If having received our reply regarding the investigation of your complaint you remain dissatisfied, you may contact either of the two named departments below.

We hope if you have a problem you will make use of our Practice complaints procedure.  Complaints are reviewed and used as a significant source of learning within the Practice.  Complaints will help us to improve the quality of our service and safeguard high standards of care and treatment.
This does not affect your right to approach the NI Ombudsmen (NIPSO) for complaints, if you feel you cannot raise your complaint with us or you are dissatisfied with the results of our investigation. Patient and Client Council may assist you with any complaint you may have.
You must approach the NIPSO within six months of receiving the Practices final response.

Mrs Margaret Kelly						Board Complaints Officer
Northern Ireland Public Services Ombudsmen	Health & social Care Board
Progressive House						12-22 Linenhall Street
33 Wellington Place						Belfast
Belfast								BT1 6GQ
BT1 6HN							Tel: 0300 555 0115
Tel: 028 90 233821					Complaints Hotline: 028 95363893
Email: ombudsman@ni-ombudsman.org.uk
www.n-i.ombudsman.org.uk				

Patient & Client Council
2nd Floor, Centre House
79 Chichester Street
Belfast
BT1 4JE
Tel: 0800 917 0222