Based on NIPSO Model Complaints Handling Procedure

Our Commitment

We want to provide safe, high quality care to all our patients.  sometimes things go wrong or expectations are not met.  When this happens we want to hear from you.  Complaints help us to put things right, learn lessons and improve our services.

What is a Complaint?

An expression of dissatisfaction or concern raised by a patient, their family, or a representative about:

• the care, or treatment you have received
• delays in getting appointments, prescriptions or results
• how staff have spoken to or treated you
• our processes or administration such as referrals, letters or communication 

You should normally raise your complaint within 6 months of the event or within 6 months of becoming aware of the issue.

Who Can Make a Complain?         

Anyone who receives, requests or is directly affected by or comes into contact with Park Practice's Services can make a complaint.

• A patient / former patient
• Parents (or person with parental responsibility) on behalf of a child under the age of 18 years old.
• A relative, carer or representative - with the patient's consent (unless the patient is unable to give consent because of illness, age or capacity).

How to make a Complaint?

You can complain in whichever way is easiest for you:

• • In writing - Send a letter to the Practice Manager at Park Practice, Regency Medical Centre, 2a Frederick Street Newtownards BT23 4LR
  • By email:  reception.z00275@gp.hscni.net
  • By phone: Call 028 91823020 and ask to speak with a member of the practice team to try and resolve
  • In person: Ask at reception for a complaints form or discuss with a member of the practice team.

Please tell us what happened, when it happened, who was involved (if known) and how it has effected you.

Complaints Process

 Stage 1 - Early Resolution (frontline)

Aim: Resolve your complaint quickly and informally, often at reception or by speaking directly to the member of staff involved.

Timeframe: Response within 5 days

Outcome: Explanation, apology, or agreed action where appropriate.

 Stage 2 - Formal Investigation

If unresolved at stage 1, the Practice Manager or Senior GP will investigate.

Acknowledgment: within 5 working days

Full Response: Within 20 working days (25 if complex, with updates provided)

Outcome: Written explanation of findings, decisions and any changes

What you can expect from us

• A clear prompt respectful process
• An open and fair investigation
• Regular updates if your complaint takes longer to investigate
• Assurance that your care will not be affected because you have complained
• Confidential Handling of your information

Records

All records are confidential to the practice and shall be retained separately from any medical records.  The practice is required to forward copies of all complaints to The Strategic Planning and Performance Group of the Department of Health (SPPG) for monitoring purposes.  The practice will anonymise your details before forwarding the complaint.

Family Practitioner Services FPS

The Strategic Planning and Performance Group (SPPG) has a role in an intermediary or 'honest broker' in comlaints regarding family practitioners.

Email complaints.sppg@hscni.net  or telephone: 028 9536 3893

Patient Client Council

The patient and client council is available to assist complainants and provide advice and support with their complaint.  The Patient and Client Council headquarters for postal complaints should be sent to: Freepost 1st Floor Ormeau Baths, Ormeau Avenue Belfast BT2 8HS

alternatively email: info@pcc-ni.net or Freephone 0800 917 0222

If you remain unhappy after our final response you can contact the:

Northern Ireland Public Services Ombudsmen (NIPSO) in the following ways:

Telephone: 028 9023 3821         Freephone: 0800 34 34 24

Email: nipso@nipso.org.uk

Post:  Freepost NIPSO or The Northern Ireland Public Services Ombudsmen, Progressive House, 33 Wellington Place, Belfast, BT1 6HN

You must usually refer your complaint to NIPSO within 6 months of receiving our final response.

Learning from Complaints

We review all complaints regularly to identify themes and areas for improvment.  Lessons learned are discussed at practice meetings and when appropriate changes are made to policies, systems or staff training.

Quick Reference Table