We do our utmost to meet the needs and expectations of our patients but occasionally this does not always happen.If you need to draw attention to something that has not pleased you please contact us.

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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

 

1. We would hope to resolve the issue within 24 hours.

2. If this is not possible we will acknowledge the complaint within 5 working days and, after a meeting or advice, on how the complaint will be handled, with a possible extension of a further 5 days.

3. We will investigate the complaint thoroughly and respond within 20 working days, with a possible extension of a further 20 days,

4. We will notify you if there are any unavoidable delays.

 

Complaints Procedure: -If unhappy with our final response the patient can contact

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NHS Strategic Planning and Performance Group

12-22 Linenhall Street

Belfast

BT2 8BS

Tel: 0300 555 0115

Email: SPPGcommunications@hscni.net

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Oversight body

The Regulation and Quality Improvement Authority

First floor

James House, 2-4 Cromac Avenue, Gasworks

Belfast

BT7 2JA

Tel: 028 9536 1111

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Patient Client Council

Email: info@pcc-ni.net

Post: Freepost, Patient and Client Council

Tel: 0800 917 0222

 

Northern Ireland Ombudsman

Address: Freepost Belfast 1478, Belfast, BT1 6BR

Tel: 0800 343425

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PRIVATE: The Dental Complaints Service 

Telephone: 08456126540

Address:  The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2CR

 

DENPLAN:  The Head of Customer Services, Denplan Limited, 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.