We aim to provide the highest level of care for all our patients. We are always willing to hear if there is any way you think we can improve our service.

Making a complaint

If you have any complaints or concerns about the service you have received from the doctors or staff working for this practice, please let us know.
We hope that most issues can be resolved quickly and easily often at the time they arise and with the person concerned.

If your problem cannot be sorted this way you wish to make a complaint, we would like you to let us now as soon as possible – ideally within a matter of days. This allows us to establish what happened more easily.

If this is not possible please notify the Practice Manager.

You can complain in Person or by Writing

If you are complaining on behalf of someone else we need to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

What shall we do?

Our complaints procedure is designed to ensure we settle complaints as quickly as possible. We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we assess your complaint, we shall aim to:
  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned
  • Make sure you received an appropriate apology, where appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

At the end of the investigation your complaint will be responded to in detail.

What you can do next

We hope that if you have a problem you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

If you remain dissatisfied please contact:
The Northern Ireland Commissioner for Complaints
The ombudsuman
Freepost BEL I478
BTI 6BR

Freephone: 0800 343 424

Help us get it right

We are constantly trying to improve our service, let us know if you have any suggestions as to how we can do something better.