Complaints and feedback

Complaints Procedure

Abbey Court Surgery endeavours to give you the best service possible at all times, however there may be occasions when you wish to express dissatisfaction. We operate an in house complaint procedure to deal with your complaints about the service you have received from the doctors or staff working in this practice. Our complaints procedure does not deal with matters of legal liability or compensation but we hope you will use it to give us the opportunity to investigate and, if necessary, correct any problems that may have arisen or mistakes that may have been made. Your complaint should be addressed to the Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. Please note that the practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question. From 1 January 2026 the Northern Ireland Public Services Ombudsman (NIPSO) have implemented a two-stage procedure with dedicated timeframes: Stage 1 - frontline response - a complaint is resolved or a response provided within 5 working days (with a possible extension of a further 5 working days). Stage 2 - Investigation - a complaint is acknowledged within 3 working days and resolved or a response provided within 20 working days (with a possible extension of a further 20 working days). At the end of stage 2, organisation are statutorily required to signpost the complainant to NIPSO.

Page last reviewed: 08 January 2026
Page created: 03 October 2024