We make every effort to give the best service possible to everyone who attends the practice. However, we are aware that things can go wrong resulting in a patient feeling thay have a genuine cause for complaint.
We operate a practice complaints procedure which adheres to the HSC Model Complaints Handling Procedure (MCHP) published on 1st July 2025 and operational from 1st January 2026. (Replaces the Department of Health’s HSC Complaints Procedure Directions and Guidance) Full details of the MCHP can be found at the following link:
https://www.nipso.org.uk/service-providers/complaints-standards/model-complaints-handling-procedures
In Summary the HSC MCHP is a two-stage procedure with dedicated timeframes:
STAGE 1: Frontline Response – a complaint is resolved or a response provided within 5 working days (with a possible extension of a further 5 working days)
STAGE 2: Investigation – a complaint is acknowledged within 3 working days and resolved or a response provided within 20 working days (with a possible extension of a further 20 working days).
If you wish you can lodge your complaint with the Team at the Strategic Planning and Performance Group at the following address;
SPPG Complaints Team, 12-22 Linenhall Street, Belfast, BT2 8BS, contact 02895363893 or complaints.sppg@hscni.net.
The SPPG will, if both parties agree to, act as an honest broker between the complainant and the practice.
You can also seek advice and support from the Patient and Client Council,
Freephone 08009170222 or email: info.pcc@hscni.net
Additionally under the Model Complaints Handling Procedure (MCHP), if you are not happy with the practice’s attempts to resolve your complaint or outcome of our investigation, you can progress this to the NI Public Services Ombudsman, who can undertake an independent investigation of your complaint. Contact Details are as follows:
NI Public Services Ombudsman
Progressive House
33 Wellington Place
BELFAST,
BT1 6HN
OR
Freepost: Freepost NIPSO
Tel: Freephone: 0800343424
Tel: 02890233821
Email: nipso@nipso.org.uk
For further details on the Practice Complaints Procedure patients can download a Patients complaints leaflet at the following link or request a copy at the Practice Reception.
Patient Complaints Information -MCHP - JANUARY 2026 FINAL.doc
