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IMPORTANT PATIENT NOTICE


DUE TO THE HUGE NUMBER OF TELEPHONE QUERIES THE TELEPHONE LINES INTO THE HEALTH CENTRE ARE EXTREMELY BUSY


OUR LINES ARE NOT DOWN OR BROKEN - OUR STAFF ARE ANSWERING EVERY CALL THAT GETS THROUGH AS QUICKLY AS THEY POSSIBLY CAN


PLEASE USE OUR ONLINE SYSTEM TO ORDER PRESCRIPTIONS – MAKING SURE TO ADD YOUR CHOICE OF PHARMACY TO THE ORDER


ADDITIONAL CONTACT NUMBERS FOR CASTLE PRACTICE


07851 962 861


07851 962 863


07851 962 964


07851 963 536


PLEASE READ AND FOLLOW ALL OF THE ADVICE ON OUR HOME PAGE RE COVID-19 BEFORE RINGING THE SURGERY

Complaints

Helping Us To Resolve Your Complaint

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 an opportunity to improve our practice.  You have a right to refer your complaint to the Ombudsman if you are not satisfied with the resolution at practice level.

COMPLAINTS PROCESS

Verbal Complaint

Passed to the practice manager who will deal with the issues and alert the Clinical Lead if necessary.

Written Complaint

Passed to the practice manager who will acknowledge receipt of the complaint within 3 working days giving details of the way in which the complaint will be dealt with (ie, investigation, patient to be offered an appointment for discussion of the complaint or written response to the complaint).

Dalriada Urgent Care (Out Of Hours) Service Complaint

Passed to the practice manager who acknowledges receipt of the complaint and passes to the Clinical Lead or other GP involved for further investigation and follow up.

Complaint Regarding A Locum GP

Passed to the practice manager who will acknowledge receipt within 3 working days and alert the Clinical Lead.  The Locum doctor will be contacted by the practice regarding any investigation.

Time Limits

Normally a complaint should be made within 6 months of the incident that caused the problem or within 6 months of the patient discovering the problem (as long as this is not more than 1 year after the event).  However, we will extend the time limits where it would be unreasonable to expect the complaint to have been made earlier.

Resolving Complaints

Where possible, complaints will be resolved by the practice at local level within 10 days of receipt if possible.

Copies of all contact, whether verbal or written, will be kept in our complaints file.  An anonymised copy of all written complaints is sent to:-

The Complaints & PPI manager, Health & Social Care Board, 12‑22 Linenhall Street, Belfast BT2 8BS

The Health & Social Care Board (HSCB) Complaints Department can provide help, support and advice and can act as an ‘honest broker’ between the Complainant and Practitioner.  Contact may be in writing to the address above or by telephoning 0300 555 0115.

What To Do If You Are Still Not Happy With The Outcome

Most complaints are resolved at Practice level. However, if you are not happy with the response to your complaint, you can contact the Practice again and we will try to address your concerns. If you remain unhappy, you can refer your complaint to the Northern Ireland Public Services Ombudsman (NIPSO). The Ombudsman will look at your complaint and decide whether he/she should investigate it. Contact details are detailed below:-

NIPSO, 33 Wellington Place, Belfast BT1 6HN

Freephone 0800 34 24 24

Email nipso@nipso.org.uk / www.nipso.org.uk/nipso

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