What constitutes a complaint?

A complaint is defined as an expression of dissatisfaction that requires a response. You can complain to us about something that happened (or did not happen) in the Ulster Independent Clinic (i.e. not in a clinician’s consulting room away from the Clinic). Complaints may be about medical or non-medical matters.

Who can make a complaint?

The complaint may be raised by the patient or the authorised representative of the patient, or by a relative or visitor. It may also be the patient’s insurer. The complaint must be made with the patient’s knowledge and written consent. If the patient is a minor, the representative may be a parent, guardian or children’s nurse.

Formal Complaints

How to make a formal complaint

You can make a formal complaint verbally by telling an Ulster Independent Clinic staff member what you are unhappy about, or you can write to or email the complaints manager, Miss Diane Graham, our Matron/Chief Executive. (please supply name and contact details - currently listed as Matron in documents shared)

If you make the complaint verbally, you may be asked to confirm it in writing. 

Complaints Procedure for Minors

If you're making a complaint on behalf of a minor (someone under 18 years old), we will follow the same process. We understand that minors may need extra reassurance and clarity throughout this process, and we are committed to ensuring that making a complaint will not negatively impact their care. Your concerns are important to us, and we're here to help.

What happens once you’ve made a complaint?

We must acknowledge your complaint within two working days, and we will send you our complaints procedure so that you understand the process and the options you have. There are three steps in how we deal with complaints. 

Stage 1 – Local Resolution 

Working with relevant heads of department, staff members and clinicians, the complaints manager will carry out an honest and thorough investigation of the complaint. The result of the investigation will be sent to you in the form of a written response explaining the findings, lessons learned and any offered resolution. We aim to provide you with this response within 20 working days.

Stage 2 – Internal Appeal 

If you are unhappy with the response from the complaints manager, you can direct your complaint to the Chairman of the Board of Directors. He or she will review the complaint and may uphold (agree with) or modify the complaints manager's findings. You will receive a written response within 20 working days, or updates if there is a delay. If you wish to refer your complaint to the Chairman of the Board of Directors you must do so within six months of receiving the stage 1 report. 

Stage 3 – Independent External Adjudication 

If you are still not satisfied, you can seek independent external adjudication. This is handled by ISCAS, the Independent Sector Complaints Adjudication Service. ISCAS will appoint an Independent Adjudicator, who:

• Reviews all documents and correspondence

• May seek expert advice for complex clinical matters

• Issues a written adjudication deciding whether to uphold (agree with) or not uphold (disagree with) each aspect of the complaint

• Can make recommendations to the hospital and award up to £5,000 (usually less).

The Independent External Adjudication process is for patients/complainants who are not satisfied with the results of the Ulster Independent Clinic’s internal complaints procedure. This process is therefore only available once Stages 1 and 2 of our complaints procedure have been exhausted. There is no cost to the patient for engaging in this process.

What if my complaint is about my treatment as an NHS patient at Ulster Independent Clinic?

If you are an NHS patient being treated at the Ulster Independent Clinic, you should make any complaints you have in the way outlined above (How to make a formal complaint page link). We then notify the NHS. The NHS procedure calls for local resolution where possible, therefore your complaint will go through Step 1, Local Resolution (back link to section). If you are not satisfied with the Matron/CEO’s response, you may refer your complaint to the Trust that referred you and to the Northern Ireland Public Service Ombudsman. The contact details for the Northern Ireland Public Service Ombudsman are as follows:

In person: Northern Ireland Public Service Ombudsman

Progressive House

33 Wellington Place

Belfast

BT1 6BR

In writing: Northern Ireland Public Service Ombudsman

Freepost NIPSO

Progressive House

33 Wellington Place

Belfast

BT1 6BR

Online: https://nipso.org.uk/nipso/making-a-complaint/online-complaints-form/

Telephone: 0800 34 34 24 (free-phone number) or 028 9023 3821 (switchboard)

Textphone: 028 9089 7789

Email: nipso@nipso.org.uk 

‍

USEFUL RESOURCES:

Download the ISCAS leaflet: Making a complaint about private or independent healthcare

Download the Ulster Independent Clinic Complaints Policy. 

Complaints Monitoring

Complaints are an important indication of how we are performing. We monitor them closely and analyse them for ways to improve. Rest assured that:

• Every complaint we receive is carefully tracked and examined 
• Our Clinical Governance Committee and other committees regularly review complaints to identify trends and make service improvements
• The complaints manager ensures that follow-up actions are taken and lessons learned are integrated into our systems
• The Regulatory and Quality Improvement Authority (RQIA) conducts independent inspections of these records to ensure we meet regulatory standards

Protecting Your Information

Confidentiality is a core principle of our complaints procedure. Rest assured that your personal data will be protected throughout the process, which complies with data protection laws and Caldicott principles. More about how your personal data is treated is contained in our Privacy Notice.