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Kerrsland Surgery

Surgery028 9029 6600

Travel Clinic028 9065 7138


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  • Compliments and Complaints Procedure

    Author: C Boal

    We make every effort to do our best and aim to treat all our patients with professionalism, respect and excellent customer service.

    We are aware that sometimes things may go wrong and we aim to deal with the matter quickly and as amicably as possible within the Practice. 

    If you wish to make a formal complaint, please write to
    Mrs. Charise Boal, Practice Manager who will:

    • Acknowledge your complaint in writing within 3 days
    • Investigate it thoroughly
    • Treat it confidentially
    • Respond to you fully, in writing, within 10 working days.

    We are continually striving to improve our service and encourage feedback. Please drop your suggestions into us at reception or via our contact us page on our website.

    The Practice complaints procedure;

    Making a complaint
    If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

    Within 6 months of the incident that caused the problem; or
    Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

    You can make your complaint:
    In person
    Ask to speak to Mrs Charise Boal, Practice Manager or one of the GP’s.

    In writing
    Some complaints may be easier to explain in writing, please give as much information as you can, then send your complaint to the practice for the attention of Mrs Charise Boal, Practice Manager as soon as possible.

    When we look into 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, if you would like this
    Make sure you receive an 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 discussed with you in detail, either in person or in writing.

    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 to do so; i.e. a note of authority signed by the person concerned.

    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 make improvements where possible to our practice.

    If you remain dissatisfied with our response to your complaint, you have the right to request an Honest Broker from the Health and Social Care Board NI and refer the matter to;

    Mr. Michael Cruikshanks
    Deputy Complaints Manager
    Health and Social Care Board
    12–22 Linenhall Street
    BT2 8BS
    Direct line tel.: 028 9055 3751
    Email: complaints.hscb@hscni.net

    The Northern Ireland Ombudsman’s office, investigates complaints made by people who believe that public bodies in Northern Ireland, such as government departments, their agencies or health service providers, have not acted properly or fairly towards them is available to you if the response to your complaint is not satisfactory.
    Write to:
    Freepost BEL 1478
    BT1 6BR

    The Northern Ireland Ombudsman website explains the process of complaining about the NHS in NI.  

    The Patient Client Council is a body that is also available to you when making a complaint, please visit their website for more details.

    Help us get it right
    We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.

    It is a requirement of the Health and Social Care Board NI for monitoring purposes that a copy of your complaint and the Practice response to your complaint be sent to HSCB NI, Complaints Manager annually. The letter will NOT include your personal details.


    Categories: Surgery