Complaints and feedback
At The Archway Surgery, we strive to deliver high-quality, patient-centred care. We value our relationship with our patients and understand that there may be times when our service does not meet your expectations.
If you are dissatisfied with any aspect of your experience, please let us know. Raising a concern or submitting a formal complaint will never negatively impact your clinical care or your relationship with our practice team.
In many cases, an informal conversation is the best way to address an issue. You are welcome to speak with a member of our team or call us directly. We often find that a prompt discussion can resolve misunderstandings or allow us to rectify problems immediately.
If your concern is not resolved through informal discussion, or if you prefer to file a formal complaint, we follow a structured procedure to ensure your feedback is handled fairly and thoroughly.
How to submit a complaint
You may submit your complaint:
- In person
- By telephone
- In writing
- Through an authorised representative acting on your behalf
Complaints should be directed to the Practice Manager or a GP Partner. We encourage you to raise concerns as soon as possible while details are fresh, ideally within six months of the event or within six months of becoming aware of the issue. We may consider complaints outside this timeframe if there is a valid reason for the delay and investigation remains feasible
Our Complaint Process
Stage 1 – Early Resolution
We aim to resolve most concerns quickly. A staff member will discuss the matter with you to determine if a solution can be reached without a formal investigation. This may involve an explanation, an apology, or taking immediate corrective action. We aim to conclude Stage 1 within five working days, though this may be extended to ten days in complex cases.
Stage 2 – Formal Investigation
If Early Resolution is unsuccessful or inappropriate, the Practice Manager or a GP Partner will conduct a formal investigation. This involves reviewing clinical records and interviewing relevant staff. We aim to provide a detailed written response within 20 working days. Our response will outline our findings, any actions taken to prevent recurrence, and your options if you remain dissatisfied. We will keep you updated if more time is required.
Third-party Advocacy
To protect patient confidentiality, we require written consent before discussing a complaint with a representative, unless the patient lacks the capacity to provide it.
Our Commitment to You
We handle all complaints with sensitivity, impartiality, and confidentiality. We do not tolerate discrimination and use all feedback as an opportunity for learning. Insights from complaints help us improve our clinical systems, enhance patient safety, and refine our internal processes.
Support and Independent Advice
For independent support, you can contact the Patient and Client Council (PCC):
Website: www.patientclientcouncil.hscni.net
Telephone: 0800 917 0222
The PCC can assist you in preparing your feedback and navigating the process.
Further Escalation
If you remain unhappy after our internal process has concluded, you may refer your case to the Northern Ireland Public Services Ombudsman (NIPSO):
Website: www.nipso.org.uk
Telephone: 0800 343 424
Email: info@nipso.org.uk
NIPSO typically requires complaints to be submitted within six months of our final response.
Respectful Communication
We acknowledge that raising a complaint can be a stressful experience and we will treat you with empathy. In return, we require that all communication with our staff remains respectful. Aggressive or abusive behaviour will be managed according to Practice policy and NIPSO guidelines.
