We try to provide the best service for all our patients. However, should there an occasion when you feel this has not happened the Practice operates a procedure for the investigation of complaints in line with the NHS Guidance.
The Practice Manager, Mrs Nuala Lamont, co-ordinates the complaints procedure on behalf on the Practice.
Complaints Leaflets are available at reception.
Your complaint should be submitted as soon as possible after the event giving rise to the complaint. The practice will then ensure that all relevant details are recorded and arrange for the complaint to be investigated. We will acknowledge your complaint within 2 working days and aim to report back to you within 10 working days. If an honest broker is used this could extend to 20 working days. If this is not possible, the reason for delay will be explained to you and you will be given a revised date for the completion of the investigation.
Making your complaint to the Practice in no way prejudices your right to approach the Northern Area Health & Social Care Board and/or Patient Client Council. In line with Departmental Guidance anonomyised copies of complaints and responses will be sent to Health & Social Care Board.