PATIENT COMPLAINTS PROCEDURE INFORMATION LEAFLET
If you have a complaint or concern about the service you have received from the Doctors or any staff working in the Practice please let us know. We operate a Practice complaints procedure as part of the HSC system for dealing with complaints, governed by the Northern Ireland Public Service Ombudsman’s (NIPSO) Model Complains Handling Procedure (MCHP) for Health and Social Care Sector. The complaints system does not cover services provided under a private or self-funded arrangements between the Practice and the patient.
What is a complaint?
A complaint is ‘an expression of dissatisfaction by one or more members of the public about an organisation’s action or lack of action, or about the standard of service provided by or on behalf of an organisation’
Every service user has the right to make a complaint if they feel they have not received the level of service they expect.
How to complain?
Should you have a complaint you can do so in the most convenient way for you. This can be by writing a letter or email, over the phone or in person
If you wish to make a complaint we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks as this will enable us to establish what happened more easily. If it is not possible to do that please let us have details of the complaint:
- Within 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident
- If it is clearly unreasonable in the circumstances to make a complaint earlier and where it is still possible to investigate the facts of the case we can consider extending the time limit
What happens when you make a complaint?
STAGE 1 COMPLAINT
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. When you make a complaint a member of staff will listen to your problem, gather key information from you and ascertain what has happened and how best to put it right. We will discuss with you a resolution to your complaint and aim to agree this with you within 5 working days, but in most cases we hope to be able to resolve your concerns on the day.
If you agree to a resolution within 5 working days your complaint will be closed. If after the agreed resolution you change your mind and feel the complaint has not been resolved fully, you will have 30 days to request a more thorough Stage 2 investigation.
STAGE 2 COMPLAINT
If your complaint is more complex and cannot be resolved at Stage 1 we will progress to Stage 2. We will acknowledge your complaint within 3 working days and confirm with you that we will be treating it as a Stage 2 complaint.
In investigating your complaint we shall aim to:
- Find out what happened and what went wrong, looking at all facts and evidence available e.g. medical records, phone recordings, cctv etc.
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Ensure you receive an apology, where appropriate, and
- Identify what we can do to make sure the problem does not happen again
We shall endeavour to provide you with a written summary of the investigation and its conclusions within 20 working days from when the complaint was raised.
All Stage 2 complaints will be discussed formally at a Practice Meeting involving representatives from the whole Practice Team- Partners, Clinicians, Practice Management and MDT staff (where applicable).
If you do not feel comfortable complaining directly to the Practice you can approach the Complaints Team at the Strategic Planning and Performance Group (SPPG) to act as an ‘Honesty Broker’ for your complaint:
Complaints Office
SPPG
12-22 Linenhall Street
Belfast
BT2 8BS
Tel: 028 95363893
Email: complaints.SPPG@hscni.net
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to know that you have his or her permission. A note signed by the person concerned and witnessed by the patient will be required, unless they are incapable (because of illness) of providing this. We can also accept verbal consent from the person involved. If this is not possible the complaint should be brought by the next of kin.
Records
All records of complaints are confidential to the Practice and shall be retained separately from any medical records. The information will enable us to review our system in order to improve the quality of our service. We will share anonymised summaries of complaints and their outcome with SPPG on a monthly basis.
Complaining to Northern Ireland Public Services Ombudsman
We hope that if you have a problem you will make use of our Practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and give us an opportunity to improve our Practice. Complaints are reviewed as a significant source of learning within the Practice and are an integral aspect of our patient safety and quality service ethos. Complaints will help us to continue to improve the quality of our services and safeguard high standards of care and treatment.
This does not affect your right to approach the NI Commissioner for Complaints, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation you can contact:
Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
Tel: 028 90 233821
Further information can be accessed at: www.n-i.ombudsman.org.uk
For further Help and Support you can also contact the Patient Client Council by Calling 0800 917 0222 /Emailing info@pcc-ni.net. Or by Completing an Online Contact Form on PCC-ni.net.
