At Marlborough Clinic Belfast we endeavour to provide the highest standard of care and experience for our patients. We take complaints very seriously and give them our full attention. If a patient makes a complaint, we will deal with the matter courteously and promptly so that is it is resolved as quickly as possible. Our procedure is based on these objectives:
Marlborough Clinic Belfast has an effective complaints system in place to ensure that identifying, receiving, recording, handling and response to any comments, observations or complaints occurs within a strict timetable which is clearly documented in our patient guide. The complaints system is clearly displayed in our patient waiting area and all patients can be confident that they will be listened and responded to without fear of discrimination.
A copy of our complaint procedure is readily available at reception.
Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing.
Where they lack confidence or require help, they will be supported by our helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.
How to complain?
Verbal Complaint
If a patient complains on the telephone or at the reception desk, a member of our welcome team will listen to their complaint and document it on our complaints log. This shall be passed immediately to our complaints manager Mrs Brenda Nelson and arrangements made for Brenda to contact them promptly.
Written Complaint
If the patient complains in writing the letter will be passed on immediately to Mrs Brenda Nelson.
Complaints about clinical care or associated charges will be referred to the clinician concerned unless the patient does not want this to happen.
A written response to a complaint and a copy of our complaints policy will be sent as soon as possible, normally within two working days.
We seek to investigate the complaint within ten working days of receipt of the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received.
Our Aim to resolve your complaint
Complaining on behalf of someone else
At Marlborough Clinic Belfast patient confidentiality and protecting your data is paramount.
If someone is complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be required unless they are incapable (because of physical and mental illness) of providing this.
Complaining to other authorities
We hope that you will be happy with our handling of your complaint, however if you feel we haven’t met with your expectations or are dissatisfied with the result of our investigation, you may wish to contact:
Northern Ireland Public Service Ombudsman (NIPSO)
Telephone: 0800343424
Email:www.nipso.org.uk/nipso
For more information, visit NIPSO’s website: www.nipso.org.uk
GDC
1 Colmore Square, Birmingham B4 6AJ
Telephone:0207 1676000
For more information, visit GDC website-www.gdc-uk.org
Additional assistance to help raise a complaint
You can get practical help to raise your complaint from the Patient and Client Council (PCC).
You can contact the PCC at:
Telephone: 0800 917 0222
Email: info.pcc@hscni.net
For more information, visit PCC’s website:
www.patientclientcouncil.hscni.net
RQIA
The Regulation and Quality Improvement Authority are responsible for monitoring and inspecting our clinic. If contacted, they may refer you to a more suitable organisation best equipped to deal with your complaint.
Telephone: (028) 95361111
Email: info@rqia.org.uk
For more information, visit RQIA website www.rqia.org.uk
