Musgrave House operates a complaints procedure for patients, solicitors, medical practitioners or any individual/organisation who may have a complaint about any aspect of the service they have received, either from a consultant or a member of staff.

Complaints can be received verbally, by phone, by email or in writing.

Our policy is:

  • To provide a fair and transparent procedure which is easy to use for anyone making a complaint.
  • To make sure all complaints are investigated fairly, with courtesy and in a timely manner.
  • To gather information which helps us improve what we do.
  • To make sure that the complaints, wherever possible, are resolved and that the complainant is satisfied with the way in which it has been handled.



All complaint information will be handled sensitively and in accordance with the relevant sections of the Data Protection Act.



Overall responsibility for this policy and its implementation lies with the Responsible Officer.

  • The person responsible for dealing with any complaint about the service which we provide is the Administrative and Governance Lead.
  • If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Administrative and Governance Lead immediately. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, they will be invited to complete a complaint form which is available to download at the reception desk. They are also available to download from the Musgrave House website.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the consultant, unless the patient does not want this to happen.
  • On receipt of the completed complaints form, we will acknowledge the patient’s complaint in writing normally within 5 working days.
  • We will seek to investigate the complaint within 20 working days of receipt of the complaint and give an explanation of the circumstances which led to 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 20 working dayswe 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 in Complaints File.



Claire Drummond


If patients are not satisfied with the result of our procedure, then a complaint may be made to: 


The General Medical Council

9th floor,

Bedford House,

16–22 Bedford Street,

Belfast BT2 7FD


Patient and Client Council


1st Floor, Ormeau Baths, 18 Ormeau Avenue, Belfast, BT2 8HS


Updated August 2017

Next Review Date: January 2018


Patient Satisfaction Questionnaire


Musgrave House Complaints Form