IN-HOUSE COMPLAINTS PROCEDURE
If you have a complaint or concern about the service that you have received from the Doctors or staff working for this practice, you are entitled to ask for an explanation. We do operate an in-house complaints procedure to deal with any complaints that we may receive.
This procedure does not deal with matters of legal liability or compensation.
This procedure does not affect your rights to make a formal complaint to the Western Health and Social Care Board (Complaints Hotline: 028 9536 3893), nor does it affect your right to seek compensation in law.
All complaints should be addressed to Dr Deane, who is the Complaints Manager. He will ensure that all the complaints received are investigated thoroughly and as quickly as possible. Once the complaint has been received at the practice we will aim to acknowledge receipt of it within 2 working days. We then aim to make a full response to your complaint within 10 working days, although in some cases more time may be required.
Anonymised copies of all written complaints and there responses are required to be copied to the Western Health and Social Care Board for monitoring purposes.
Please note that the practice must ensure strict adherence to the rule of medical confidentiality. If you are complaining on behalf of someone else please ensure that you obtain written consent to do so.
Your complaint will be fully investigated with relevant members of staff concerned. It may be necessary for us to contact you directly if further information is required. You will be kept informed by correspondence.
You have the right to ask the NI Ombudsman to consider your complaint if you remain dissatisfied.
When the complaint has been concluded you will be sent a reply in detail. If you have any further comments or questions regarding the complaints procedure refer them to the Practice Manager, Nuala McGilloway.