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 Health & Social Care Model Complaints Handling Procedure.

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 should 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:

You can make a complaint in the way that best suits you.  This can be face to face, on the telephone or in writing to the Practice Manager.

•	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 Mrs Louise Bryson, Practice Manager if she is available.

•	In the event that the Practice Manager is unavailable to speak with you, please either leave your contact details for someone to contact you or submit a brief written summary of your complaint to the Practice manager.  It will greatly assist us if you are as specific as possible about your complaint. In your letter/phone call  provide us with details of how to contact you, who or what you are complaining about, where and when the event that caused the complaint happened and where possible, what action you would like us to take to resolve your concerns.
•	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.

Whoever you ask to look into your complaint, will do their best to sort out the problem as quickly as possible.  Sometimes they may need to involve other staff to establish what has happened and to decide what action to take.  They will be careful to ensure that any information about you is kept confidential.

The Practice Process

1.	Complaint received.
2.	Stage 1. Frontline Response; Complaint resolved or response provided following investigation within 5 working days of receipt (can be extended to another 5 days, if required)
3.	Resolved, action agreed, complaint closed
4.	Unresolved, move to Stage 2 (within 30dys)
5.	Stage 2. Investigation – a complaint is acknowledged within 3 working days, (either written or personal contact) and either resolved or a response provided within 20 working days (this can be extended for a  further 20 days if required), the Practice will advise if this is the case.
6.	At the end of Stage 2 if the complaint has not been resolved or complainant is not satisfied with Practice response they may contact Northern Ireland Public Services Ombudsmen.
7.	All complaints will be recorded and routinely reported in line with the requirements of the Health & social Care Model Complaints handing procedure.

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: 
Email: ombudsman@ni-ombudsman.org.uk		028 95363893
www.n-i.ombudsman.org.uk				

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