If you have a complaint or are concerned about the service or treatment you have received from the practice, please let us know. Whilst we work hard to provide a high quality of service, we recognise that things can go wrong and that we need to learn from our mistakes. We will attempt to address all complaints promptly and with sensitivity.
How to Complain
Speak to us. We recommend this as a first course of action.
- Speak to one of the receptionists (directly or by phone) and they will attempt to help you. Most problems can be dealt with quickly and our staff are in the best position to do this for you.
- If it is not something that the receptionist can deal with, you can ask to speak to the Practice Manager, who will listen to your concerns and will attempt to resolve any problems raised.
Write to us.
- If you prefer to make your complaint in writing, you are entitled to do so. A Complaints Form is available at reception, you can also click below to download the form from the website. This should be addressed to Mrs Paula Douglas, Practice Manager.
- We aim to acknowledge the complaint within 3 working days and to issue a full response within 10 working days of the acknowledgement. All matters raised will be investigated by the Practice Manager and/or the Clinical Governance Lead.
Patients can seek the assistance of the Patients and Clients Council at any stage.
We will make every effort to reach a local resolution of complaints. If, however, you wish to progress the complaint you may do so by contacting the NI Public Services Ombudsman (NIPSO) on 0800 343434 within 6 months of receiving the practice final response.
Anonymised copies of all written complaints received and responses will be forwarded to the SPPG Complaints Department.
