We always try to provide the best services 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. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Services Authority. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our complaints manager. Full details will be taken and a decision made on how best to undertake the investigation.
We will acknowledge the concerns raised within 2 working days. We believe it is important to deal with complaints swiftly, so you may be offered an appointment for a meeting to discuss the details. We endeavour to respond in full to complaints within 21 days. Occasionally it may take longer, but we will keep you informed throughout. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed. You can send us your complaint in writing, over the telephone or via email.
Complaints form (PDF, 114KB)