We always aim to provide the highest standard of care and meet the needs and expectations of our patients. However, if you feel we have fallen short, we encourage you to let us know so we can address your concerns.

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Complaints Officer: Practice Manager (Ards) Alison Rainey

Address: 16a Regent Street Newtownards BT23 4LH

Telephone: 02891812507

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Complaints Officer: Practice Manager (Ards) Alison Rainey

Address: 60-70 Main Street, Kircubbin BT22 2SP

Telephone: 02842738729

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We aim to resolve any concerns within 24 hours where possible.

If this is not achievable, we will:

• Acknowledge your complaint within 5 working days

• Provide details on how your complaint will be handled

• Carry out a full investigation
   

We will respond within 20 working days, although in some cases this may be extended. You will be informed of any unavoidable delays.​

 

If you are unhappy with our final response, you may contact:
 

NHS Strategic Planning and Performance Group (SPPG)
12–22 Linenhall Street, Belfast, BT2 8BS
Tel: 0300 555 0115
Email: SPPGcommunications@hscni.net

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Regulation and Quality Improvement Authority (RQIA)
First Floor, James House, 2–4 Cromac Avenue, Gasworks, Belfast, BT7 2JA
Tel: 028 9536 1111
Email: info@rqia.org.uk
Please note: RQIA provides information but does not investigate complaints directly.

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Patient and Client Council
Freepost, Patient and Client Council
Tel: 0800 917 0222
Email: info@pcc-ni.net

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Northern Ireland Public Services Ombudsman
Freepost Belfast 1478, Belfast, BT1 6BR
Tel: 0800 343 425

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Private Patients

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Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2CR
Tel: 0845 612 6540

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Denplan Complaints
Head of Customer Services, Denplan Ltd
Simplyhealth House, Victoria Road, Winchester, SO23 7RG

 

The Regulation and Quality Improvement Authority (RQIA) may be contacted for information, but do not deal with complaints directly.

 

RQIA Email: info@rqia.org.uk

 

Timeframe for contacting Ombudsman

The Authority must, within 2 weeks of the day on which the complaints handling procedure is exhausted give the person aggrieved a written notice stating:-

 

1. That the complaints handling procedure is exhausted, 

2. That the person aggrieved may, if dissatisfied, refer the complaint to the Ombudsman. 

3. Inform the person aggrieved of the time limit for referring the complaint to the Ombudsman, and

4. Provide details of how to contact the Ombudsman.  The patient should contact the Ombudsman within 12 months of their Complaint.