Complaints Procedure
Practice Name: Parkside Surgery
Practice Manager: Angela Kirker
January 2025
1. Purpose
Parkside Surgery is committed to providing high-quality, patient-centred care. We welcome feedback, including complaints, as an opportunity to learn and improve our services.
This Complaints Procedure explains how Parkside Surgery will handle complaints fairly, openly, and promptly, in line with the Health and Social Care (HSC) Model Complaints Handling Procedure (MCHP).
2. Scope
This procedure applies to complaints about publicly funded GP services provided by Parkside Surgery, including:
- Clinical care or treatment
- Communication and staff attitude
- Appointments, access, and waiting times
- Confidentiality and handling of information
- Administrative or practice systems
Complaints about privately funded services may be handled using this procedure but are not signposted to the Ombudsman at the end of the process.
3. Definition of 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.”
Complaints may be raised verbally, in writing or by email
4. Who Can Make a Complaint
A complaint may be made by:
- A patient or former patient of Parkside Surgery
- A parent, carer or legal representative
- A person acting on behalf of a patient, with appropriate consent
5. How to Make a Complaint
You can raise a complaint:
- In person with any member of staff
- By email
- In writing
Information about how to complain is available:
- At reception
- On the practice website
- On the practice noticeboard
WHAT TO INCLUDE
- Your name and contact details
- What happened and when
- Who was involved (if known)
- What outcome you are seeking
Parkside Surgery will offer help and reasonable adjustments to anyone who needs support to make a complaint.
6. Complaints Handling Process
Parkside Surgery operates a two-stage complaints process, focusing on early resolution.
Stage 1 – Frontline Response
- The practice will aim to resolve complaints quickly and informally
- A response will be provided within 5 working days
- In exceptional circumstances, this may be extended by a further 5 working days
If the complaint is resolved at Stage 1:
- A written response is not required unless requested
- The complaint and outcome will be recorded
If the complaint is not resolved:
- The complainant will receive an explanation
- They will be informed of their right to escalate to Stage 2
- They have at least 30 days to request escalation
Stage 2 – Investigation
- Complaints will be acknowledged within 3 working days
- A full investigation will be carried out
- A written response will be provided within 20 working days
Where possible, the investigation will be undertaken by someone not directly involved in the matter.
The final response will:
- Address all issues raised
- Explain findings clearly and fairly
- Include an apology where appropriate
- Outline any actions or improvements identified
- Confirm that this is the final stage of the practice’s procedure
7. Strategic Planning and Performance Group (SPPG) – Honest Broker
At any stage, the SPPG Complaints Team may act as an Honest Broker, if agreed by both the complainant and Parkside Surgery.
The Honest Broker role:
- Acts as a neutral intermediary
- Helps facilitate communication
- May support meetings, mediation, or conciliation
This does not replace the practice’s responsibility to manage the complaint and does not change timescales.
Contact SPPG:
Email: Complaints.sppg@hscni.net
8. Signposting to NIPSO
Once Stage 2 is complete, the complainant will be advised that:
- Parkside Surgery’s complaints procedure has been exhausted
- If the complaint relates to a publicly funded service and they remain dissatisfied, they may contact the Northern Ireland Public Services Ombudsman (NIPSO)
Northern Ireland Public Services Ombudsman (NIPSO)
Freepost: FREEPOST NIPSO
Freephone: 0800 34 34 24
Email: nipso@nipso.org.uk
Website: nipso.org.uk
9. Recording and Monitoring
All complaints are recorded, including:
- Date received
- Nature of the complaint
- Actions taken and outcomes
- Timescales and extensions
- Learning identified
Complaints are reviewed regularly to identify trends and service improvements.
10. Learning from Complaints
Parkside Surgery values complaints as a learning opportunity. Feedback is used to:
- Improve patient experience
- Review systems and processes
- Reduce the likelihood of issues recurring
Anonymised learning may be shared with staff and patients.
11. Expected Behaviour
Staff will treat complainants with courtesy, dignity, and respect.
Complainants are expected to communicate respectfully.
Parkside Surgery recognises that distress may affect behaviour and will respond with empathy.
Unacceptable behaviour will be managed in line with practice policy but will not prevent a complaint from being investigated.
ACCESS & SUPPORT
If you need help due to disability, language or communication needs, we can:
✅ provide an interpreter
✅ help you write your complaint
✅ accept a complaint from a representative
Please tell us what support you need
12. Governance
Overall responsibility for complaints handling rests with:
Angela Kirker
Practice Manager – Parkside Surgery
All staff are responsible for recognising complaints and responding appropriately.
13. Review
This procedure will be reviewed regularly to ensure compliance with:
- The HSC Model Complaints Handling Procedure
- Relevant legislation and guidance
We welcome feedback — including complaints — because they help us improve.