Comments and Suggestions 

Our aim is to provide our patients with the best possible care within the resources available to us and to deal with any problems as quickly and efficiently as possible. Patients wishing to make constructive or critical comments on the services provided by the Practice should write to our Practice Manager.

Complaints Procedure 

We endeavour to give you the best service possible at all times. However, there may be occasions when you wish to express dissatisfaction. We operate an informal, in-house complaints procedure to deal with complaints about the service you have received from the Doctors or staff working in this Practice.

This 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. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.  This procedure does not affect your right to make a formal complaint to the Regional Health & Social Care Board, if you wish, nor does it affect your right to compensation in law.

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.

Click here for our patient leaflet on "How to make a complaint"

In the event of you wishing to make a complaint against the Out of Hours Service (SAUCS), your complaint should be forwarded in writing directly to:

Southern Health & Social Care Trust Central Reporting Point for Complaints

Ground Floor
The Maples
Craigavon Area Hospital
68 Lurgan Road
Portadown
Co Armagh
BT63 5QQ

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

The Practice complies with the Data Protection Act 1998, the Freedom of Information Act 2000 and Access to Medical Record legislation. Identifiable information about you will be shared with others in the following circumstances: 

• To provide further medical treatment for you e.g. from hospital services or district nursing.
• For provision of other services eg from the Social Work Department. This requires your consent.
• When we have a duty to others eg in child protection cases.

Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services. If you do not wish your information to be used in such a way, please inform us in writing.

From time to time, medical and lay visitors to our Practice may need to inspect our medical records for quality and educational purposes. Even though such inspections are carried out under our supervision, if you would prefer that your notes are not inspected please let us know in writing.

You have the right to know what information we hold about you. If you would like to see your records, please speak to our practice manager.