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Complaints & Compliments

Complaints Procedure

At Priory GP Practice CIC we make every effort to ensure that every patient who attends one of our Surgeries gets the best possible service.

Unfortunately, there are times when we fall short and this can result in patients feeling that they have a genuine cause for complaint. If you wish to make a complaint about any element of our service, this should be done within 12 months of the incident in question, but preferably as soon as the incident occurs.

How to make a Complaint or Compliment

Feedback is an essential part of how we learn as a Practice and improve. Receiving compliments and complaints allows us to identify the things we are doing well and improve on the areas that we are falling short.

Raising a Complaint

Complaints or concerns can be raised in a number of different ways.

You can call into the Practice and speak to a member of the team. They will endeavour to address any concerns you may have from the outset. If they are unable to address your concerns, they will take the details of your complaint at the desk.
You can raise your complaint in writing. This can be submitted to the Practice either in physical form, or by emailing reception.z00252@gp.hscni.net.
You can telephone the Practice

Turnaround Times

We have a two stage complaints procedure. We will always try to deal with your complaint quickly however if it is clear that the matter will need a detailed investigation, we will notify you and then keep you updated on our progress.

Stage one – Early, local resolution

We will try to resolve your complaint within five working days if possible.
If you are dissatisfied with our response, you can ask us to escalate your complaint to Stage Two.

Stage Two – Investigation

We will look at your complaint at this stage if you are dissatisfied with our response at Stage One.
We also escalate some complaints straight to this stage, if it is clear that they are complex or need detailed investigation.
We will acknowledge your complaint within 3 working days and we will give you our decision as soon as possible. This will be no more than 10 working days unless there is clearly a good reason for needing more time to respond.

The vast majority of complaints should be closed within 10 working days of acknowledgement

Complaints made by GPs and/or Medical Centre Staff about Patients.

In rare circumstances, the Practice may need to raise concerns about patient conduct where this affects staff safety, other patients, or the safe and effective running of the practice. If you are the subject of such a concern, we hope, that any concern or misunderstanding can be resolved by discussion with the Practice Manager or GP.

Complaints about Patients can be:

• abuse (verbal or physical) of GPs or Staff or other Patients, and coercive behaviour;

• abuse of prescribing;

• theft or fraud;

• failure to keep appointments;

• refusal of patients to abide by Practice procedures in obtaining treatment/care;

• Damage to Surgery premises including graffiti and inappropriate use of toilet areas;

This list is neither exhaustive nor prohibitive, but we will seek to resolve concerns fairly and respectfully.

Further help

Support with your complaint

If you need help making a complaint, or require this leaflet in another format or language, please contact us. You may also contact the Patient and Client Council for independent support.

Freephone: 0800 917 0222

Website: www.patientclientcouncil.hscni.net

If you remain dissatisfied

If you are not satisfied with our response, you can contact the Ombudsman.

Northern Ireland Public Services

Ombudsman Freephone: 0800 34 34 24

Email: nipso@nipso.org.uk

Website: www.nipso.org.uk

Address: Progressive House, 33 Wellington Place, Belfast, BT1 6HN

The Ombudsman is independent and provides a free and impartial service.

Strategic Planning and Performance Group

Complaints Office SPPG, 12-22 Linenhall Street BELFAST BT2 2BS