Comments & Complaints

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or ask to speak to our practice manager.

Making A Complaint

We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances.

If you wish to make a complaint please telephone or write to our Practice Manager.

If you make a verbal complaint the Practice Manager will write an account of your complaint and either ask you to sign it whilst you are present or post it out to you for you to sign. This way we make sure we have an accurate account of your complaint.

Once a complaint is received we will acknowledge it within 3 working days. We then aim to contact you again within 10 working days with the results of our investigation. If, for some reason, we are unable to this within 10 working days we will let you know and give a time scale.

Once we have completed our investigation we will contact you with our results. At this time we may ask if you wish to come in and see either the Practice Manager or one of the GP’s to discuss the matter further.

There is an organisation called The Patient and Client Council and they can be contacted at Quaker Buildings, High Street, Lurgan Co Armagh BT66 8BB, Tel: 0800 917 0222. This organisation provides assistance to clients and patients who wish to complain about care.

Another point of contact is the Complaints Officer, HSC Board, 12-22 Linenhall Street, Belfast, BT2 8BS. Tel: 028 9032 1313.

If you are making a complaint on behalf of someone else we would like to point out that permission from the other person will be required in order that we can deal with the complaint.

If, after our investigation and further discussion, you are not happy with our conclusions you can take your complaint to the Complaints Ombudsman, 33 Wellington Place, Belfast, BT1 6HN.

We take all complaints seriously and sincerely hope that we can find a resolution together and hopefully learn from any complaints we receive and improve our service.

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