Complaints Procedure

We hope you will never have cause for a serious complaint but if you do, we have a Complaints Procedure to try and resolve your problem quickly.  The practice will strive to deal with complaints in a methodical and efficient manner.

How To Complain:

If you have a complaint please contact our Practice Manager, in writing or by email to Susie.colgan@gp.hscni.net.  She will explain the complaints procedure to you and make sure that your concerns are dealt with promptly.

It would be most helpful for the practice if this were within a matter of days, or at most weeks, after the event.  The practice would expect complaints to be made:

·         Within 6 months of the date of the incident that caused the problem.

Or

·         Within 6 months of the date of discovering the problem, provided that is within 12 months of the incident.

We shall acknowledge your complaint within five working days and aim to have looked into your complaint within ten working days of the date you raised it with us.  A copy of each complaint will be forwarded to Dr Colgan. 

Written detailed notes of the complaint will be taken from those when a complaint is first received, this is called Stage 1 and will generally require a frontline response in the first instance.  The focus at Stage 1 is to respond quickly and try to resolve the complaint by reaching a mutually satisfactory outcome.  The time allowed for this stage is 5 working days – although in practice many complaints will be resolved in less time.  The date of the receipt is normally considered to be the day of a complaint is received, unless it is received after normal business hours or is received on a weekend or bank holiday, in which case the date of the receipt is the next working day.   Complaints resolved during Stage 1 do not require a written response and can be communicated by phone or in-person.  However, if the patient requests a written response, one will be provided. A clear record of how the complaint was resolved, what action was agreed and the patient’s agreement to the final outcome will be recorded.

Unresolved complaints.

If a complaint is not resolved at Stage 1 or if the complainant remains dissatisfied, the complainant will receive a written response explaining how to progress the complaint to Stage 2. A complainant has a minimum of 30 days to request that a complaint be considered at Stage 2.

Stage 2 – Investigation

Complaints can be investigated at Stage 2 when the complainant remains dissatisfied with the Stage 1 outcome.  On receipt of a Stage 2 complaint the timescale is re-set and complaints must be acknowledged within 3 working days.  A full response to the complaint will be provided as soon as possible but no later than 20 working days form the date the complaint was received for investigation (note this includes the 2 working days to acknowledge the complaint). Working days excludes Saturdays, Sundays, bank and public holidays.

Dr Colgan is responsible for the effective management of the complaints procedure on behalf of all GPs working in the surgery.

If however, the complainant remains dissatisfied they may bring their complaint to the Northern Ireland Public Services Ombudsman (NIPSO)

If there is no resolution at the end of Stage 2 we will write to you stating we have now completed our internal complaints procedure and this is our final response. If you remain dissatisfied you may refer your complaint to NIPSO. The Ombudsman can investigate complaints about public service providers in Northern Ireland. NIPSO’s contact details are: Progressive House, 33 Wellington Place, Belfast, BT1 6HN or Freepost NIPSO. The Freephone number is 0800 342424 or you can email to nipso@nipso.org.uk. Please note you must normally make your complaint to the Ombudsman within 6 months of the date of this letter

Details and correspondence relating to the complaint will be kept in a separate file from your medical notes to ensure confidentiality.

Complaining On Behalf Of Someone Else:

Please note that we keep to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be required.

Legal Liability:

Our Practice procedure is not able to deal with questions of legal liability or compensation.