Suggestions & Complaints

Practice Complaints Procedure

Regrettably despite our best efforts there are times when Patients are unhappy with their treatment and wish to complain.  It is important to us that our Patients have confidence in how we deal with their concerns.

How to complain:

We hope that most problems can be sorted out easily and quickly, often at the time they arise. However, If you do have a complaint please contact Teresa Claxton, our Practice Manager, either in person, in writing or by telephone. 

Teresa will explain the complaints procedure to you and make sure that your concerns are dealt with promptly. 

It would be most helpful for the practice if this were within a matter of days, or at most weeks, after the event.  The Practice would expect complaints to be made:

• within 6 months of the date of the incident that caused the problem

         or

• within 6 months of the date of discovering the problem, provided that is within 12 months of the incident.

Complaints should be addressed to Teresa Claxton, Practice Manager or in her absence, Teresa Caldwell, Admin Manager  

What We Shall Do:

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us. A copy of each complaint will be forwarded to all GPs.  Written detailed notes of the complaint will be taken from those involved and compared with the notes from you. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

Details and correspondence relating to the complaint will be kept in a separate file from your medical notes to ensure confidentiality.

Complaining On Behalf Of Someone Else:

Please note that we keep to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be required.

Complaining To the Health and Social Care Board (HSCB)

We hope that, if you have a problem, you will use our Practice Complaints Procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice.  But this does not affect your right to complain to EHSSB.  If you feel you cannot raise your complaint with us or you are dissatisfied with the result of your investigation then you should contact the HSCB Complaints Officer:

Mr Michael Cruikshanks
Complaints Officer
HSCB
12-22 Linenhall Street
Belfast
BT2 8BS

SUGGESTIONS

Patients wishing to make constructive or critical comments on the services provided by the practice should speak or write to the Practice Manager.

Complaints_Form.rtf http://www.springfieldsurgery