Complaints Procedure : The Hill Medical Group Practice

The Doctors and Staff of the Hill Medical Group Practice welcome your comments, compliments and complaints about the service they offer you.

If you are a patient and wish to make a complaint about any aspect of the service or care you receive, you may do so in a number of ways :

By writing to the Practice Manager or your doctor at 192 Kingsway, Dunmurry, Belfast, BT17 9AL

By speaking in person to the Practice Manager or your doctor, either at the surgery or by phone - 028 90618211

By E-mail (Marking your e-mail "Confidential - for the attention of the Practice Manager) to thehill@btinternet.com

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On receipt of a complaint we will:

Acknowledge receipt within 2 working days.

Thoroughly investigate your complaint.

The aim of the investigation will be :

To find out what happened and what went wrong.

To enable you to discuss the problem with those concerned. We will offer you a meeting within 10 working days of receiving your complaint.

When we have completed our investigation we will :

Offer you an apology, in writing, if this is appropriate.

Take steps to ensure that the problem doesn't happen again.

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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 their permission. A note signed by the person concerned, and witnessed by the patient is needed. If this is not possible, the complaint should be brought by the next-of-kin.

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We hope that, if you have a problem, you will make use of this practice complaints procedure. We believe this will provide us with the best chance of correcting whatever has gone wrong.

However, if you feel you cannot make your complaint directly to us, or if you are unhappy with how we have handled your complaint, you may contact the Eastern Health and Social Services Board. You should write to:

The Complaints Officer

Eastern Health and Social Services Board
Champion House
Linenhall Street
Belfast BT2 8BS Telephone: 028 9032 1313

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You can also get independent help with your complaint by contacting:

Eastern Health and Social Services Council
1st Floor
McKelvey House, 25-27 Wellington Place

Belfast BT1 6GQ Telephone: 028 9032 1230

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If your complaint is still not dealt with to your satisfaction you can ask the Northern Ireland Commissioner for Complaints (The Ombudsman) to investigate your case.

The address is:

Northern Ireland Commissioner for Complaints

33 Wellington Place

Belfast BT1 6HN Telephone: 028 9023 3821