Patient Complaint Information Leaflet
As a clinic we strive to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your needs.
If you have any complaint or concern about the service you have received from the doctors or staff working at Duality Healthcare, you are entitled to ask for an explanation.
We operate an in house complaints procedure to deal with your complaint. The complaint procedure does not deal with matters of legal liability or compensation.
Our promise to you
We will:
- Listen to your complaint or concern
- Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice
- Improve the service however we can.
How to make your complaint
You have the right to:
- Raise a concern informally
- Make a formal complaint
- Have your complaint investigated fairly and promptly
- Receive a clear, timely response
- Escalate your complaint if you remain dissatisfied
To raise a complaint informally:
We encourage you to speak directly with a member of staff as soon as possible. This often allows issues to be resolved quickly.
You may speak to:
- A nurse or clinician involved in your care
- Reception or administrative staff
- The Practice Coordinator
Please provide as much detail as possible, including what happened, when, and how you would like the matter resolved.
If your concern cannot be resolved informally, or you prefer to make a formal complaint, you can do so in writing or by email.
To raise a complaint formally:
What to include in your complaint;
- Your name, contact details, and address
- Details of what happened and when
- Names of staff involved (if known)
- How the issue has affected you
- What outcome you are seeking
Where to send your complaint
Email directly to: [email protected] or click the button below to complete the online form.
Post written complaint to our clinic locations:
Newry Clinic:
Duality Healthcare N Ireland
6-8 Savages Terrace
Edward Street
Newry
BT35 6AT
Omagh Clinic:
Duality Healthcare N Ireland
27 Campsie Road
Omagh
BT79 0AE
Ballymena Clinic:
Duality Healthcare N Ireland
Units 21&22 Galgorm Castle
Galgorm
BT42 1HL
Derry Clinic :
Duality Healthcare N Ireland
Gordons Chemists
3B Strand Road
Derry
BT48 7BH
Please be assured that any complaint you make, written or verbal, will be treated in strict confidence and have no effect upon the level of treatment and care that you receive at the practice.
If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and the centre will work with them, and yourself, to resolve the problem. However, whilst we can receive a complaint on your behalf we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information we would require a note signed and dated by you. A member of our staff would be happy to assist you with this.
What Happens Next?
We aim to acknowledge your complaint within 2 working days and provide a full response within 20 working days. If the investigation requires more time, we will update you.
As a result of the investigation, we will:
- Find out what has happened and what went wrong.
- Make it possible for you to discuss the problem with those concerned, if you would like this.
- Keep you informed of our progress.
- Identify what we can do to make sure that problem does not happen again.
Getting further help with your complaint
We hope that, through our practice complaints procedure, we can resolve your problem satisfactorily. We believe that this will give us the best chance to put the matter right with you and the opportunity to improve our services for all our patients
Dr. Declan Morgan, Chief Medical Officer, is a member of the Independent Doctors Federation and will refer to the IDF if internal resolution cannot be achieved. Should there still be an impasse then the IDF will refer the complaint to the Independent Healthcare Sector Complaints Adjudication Service. ISCAS and its findings will be final to both parties.
You may also contact the Regulation and Quality Improvement Authority, if you feel that your complaint is not being dealt with in a satisfactory manner. (Note: the RQIA will not arbitrate in a complaint but require the provider to make their (RQIA) contact details available to the service user).
Regulation and Quality Improvement Authority
James House
2-4 Cromac Avenue
Belfast
BT 7 2JA
- Email: [email protected]
- Tel: 02895361990 (Mon – Fri, 10am – 4pm)
Thank You for Your Feedback
We are committed to improving our services and appreciate your time in helping us ensure the highest standards of private healthcare in Northern Ireland.