Thank you!

Making a Complaint

At JACE Medical, we strive to deliver safe, high-quality care and excellent service. If we fall short, we want to know so we can put things right and keep improving. All complaints are handled sensitively, confidentially, and in a timely manner. 

Who can complain?

Anyone with concerns about treatment or any aspect of services provided by JACE Medical may raise a complaint. A relative or representative can also complain on your behalf with your written consent. 

How to complain (verbal or written)

You can speak to any member of the JACE Medical team (for example, reception or clinical staff). We aim to resolve issues as soon as they arise; if we can’t, we’ll escalate to a senior staff member. Verbal complaints are recorded, signed, and dated by the staff member receiving them. If you complain by phone, we’ll note your contact details, the date/time of the incident, and the details of your concern. Written complaints are handled under our formal procedure below. 

What we’ll do and when

• We will acknowledge your complaint within 2 working days (by letter, email, or text).
• We will investigate and provide a written response within 20 working days.
• If we need longer, we will update you at least every 20 working days until the investigation is complete. 

Our commitment

All complaints are dealt with promptly, fairly, and with empathy. Information relating to complaints is managed in the strictest confidence. We actively learn from feedback to improve our services. 

Contact the Complaints Team

Post:
Complaints Team, JACE Medical
Unit 1 & 2, The Vale Centre, Clooney Road, Greysteel, Derry-Londonderry, BT47 3GE

Phone: 0333 404 1999
Email: complaints@jacemedical.co.uk 

If you remain dissatisfied (NHS/HSC patients)

You can refer your complaint to the referring HSC Trust or the Northern Ireland Public Services Ombudsman (NIPSO):
Progressive House, 33 Wellington Place, Belfast, BT1 6HN
Tel: 028 9023 3821 | Textphone: 028 9089 7789 | Freephone: 0800 34 34 24
Email: nipso@nipso.org.uk

The Patient and Client Council can also provide advice and support:
FREEPHONE: 0800 917 0222 | Web: https://pcc-ni.net/ 

Regulator: JACE Medical is regulated by the Regulation and Quality Improvement Authority (RQIA). RQIA does not resolve individual complaints, but JACE Medical will notify RQIA of any breach of standards or associated regulations. 

Time limits for making a complaint

Please raise your complaint as soon as possible. The usual time limits are:

• within 6 months of the event, or
• within 6 months of becoming aware that you have cause to complain (and no more than 12 months after the event).
  We may extend these limits where there are good reasons for a delay.