Based on the 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 Complaint?
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 complaint 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
- By phone: Call 028 9182 3020 and ask to speak with a member of the practice team to try and resolve
- Online: using our Complaints Form
- 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 [email protected] 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: [email protected] 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: [email protected]
- 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
| Stage | Handled By | Acknowledgment | Response Time |
|---|---|---|---|
| Stage 1 Early Resolution | Relevant Staff Member. Reception / Nurse / GP | Verbal or written within 5 workings days | Within 5 working days (max 10) |
| Stage 2 Formal Investigation | Practice Manager or GP Partner | Written within 5 workings days | Within 20 working days (max 25) |
| Stage 3 Independent Review | NIPSO | – | complaint normally within 6 months |
Confidentiality and Data Handling
We treat all complaints in the strictest confidence.
- Medical Records: If an investigation requires us to look at your medical records, we will inform you (or your representative) if any information needs to be disclosed to someone outside of the practice.
- Record Keeping: We maintain a record of all complaints and related correspondence. These files are kept separate from your clinical medical records.
- Monitoring: In line with HSC Complaints Procedure standards, anonymised copies of written complaints and our responses are shared with the Health and Social Care Board (HSCB) for monitoring and quality purposes.
Important Information
- Support: If you require help or advice in making your complaint, you can contact your local Health and Social Services Council.
- Protection from Discrimination: It is our strict policy to ensure that making a complaint will never result in discrimination or negatively affect your care, treatment, or support.
- Complaints by GPs: Our clinicians also have the right to raise concerns if a patient’s conduct is unreasonable or causing significant difficulties. In such cases, we always hope to resolve misunderstandings through open dialogue.