Practice Complaints Procedure





Practice Complaints Procedure


If you have a complaint or are concerned about the Practice treatment you have received from the doctors or any of the staff working in the Practice, please let us know. We operate a Practice complaints procedure to deal with complaints in accordance with Complaints in HSC Standards and Guidelines for Resolution & Learning (2009)This does not cover services provided under a private arrangement between the practice and a patient.


How to complain


We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in the is way and you wish to make a formal complaint, let us know as soon as possible – ideally, within a matter or days – this will help us find out what happened more easily.


The timescale for making a complaint is usually within 6 months from the date the event occurred and normally no longer than 12 months from the date on which the event came to the complainant’s notice. Where a complaint is submitted outside this timeframe the Practice will consider whether it is still able to investigate.


Complaints can be made to the Practice, in writing, in person, by telephone or via email These should be addressed to Dawn Murray our Practice Complaints Administrator or Dr Paul Leggett, nominated GP responsible for complaints. However, if you prefer, you can make any of the GP’s in the Practice aware of your concerns.


What we will do

We will acknowledge your complaint, normally within 3 working days, and aim to have investigated into in within 10 working days of the date we receive your complaint. We will then be in a position to offer you an explanation/response to your concerns, and/or a meeting with those involved. We will endeavour to comply with this timescale, however, if it is unlikely to be met we will keep you informed of the delay. In investigating your complaint, we shall aim to:


  • Treat your complaint confidentially
  • Find out what happened and what went wrong Enable you to discuss the problem with those concerned, if you would like this;
  • Ensure you receive an apology, where this is appropriate; and
  • Identify what we can do to make sure the problem does not happen again.


Complaining on behalf of someone else


Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of some else, we have to know that you have their permission. A note signed by the person concerned witnessed by the patient will be required. If this is not possible the complaint should be brought by the next of kin.


Complaining to your Health and Social Care Board


We hope that, if you have a problem, you will make use of our Practice Complaints Procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach your Health and Social Care Board, if you feel you cannot raise your complain with us or you are dissatisfied with the result of our investigation. You should contact the Board’s Complaint Officer for further advice.


Complaints Officer

Health and Social Care Board

Corporate Services

12-22 Linenhall Street



Email: complaints

Tel: 028 95363893


The Patient and Client Council is able to offer advice and support to complainants going through the complaints process. Should you wish to avail of their services they can be contacted as follows:


Freephone: 08009170222



We would hope to be able to resolve your concerns satisfactorily. However, if we are unable to do so, you retain the right to approach the Northern Ireland Public Services Ombudsman (NIPSO).


Northern Ireland Public Services Ombudsman

33 Wellington Place, Belfast, BT1 6HN,

Tel: 0800 343424


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