Out-Of-Hours Services

Appendices

Guide to out-of-hours services

The Association of Belfast Doctors-on-Call (BELDOC)

• The BELDOC service is for emergencies only.
• You should not use this service for conditions which can wait until the next day.
• The BELDOC doctor decides what is the best course of action for the patient.
• You should arrange an appointment before coming to the out-of-hours centre.
• BELDOC does not provide an accident and emergency service or minor injuries service.
• The BELDOC out-of-hours service is only for patients whose GPs are members of the service.

• The Contactors Bureau employs GPs to provide an out-of-hours service to patients where the GPs from their own practices cannot always be available out-of-hours.
• The service covers the Greater Belfast area.
• The service is for emergency treatment only.
• You must arrange an appointment before coming to the out-of-hours centre.
• Principal GPs and GP locums provide the out-of-hours service.

• The DALDOC service is for emergencies only.
• You should arrange an appointment before coming to the out-of-hours centre.
• DALDOC does not provide an accident and emergency service or minor injuries service.

• The SEBDOC service is for urgent medical treatment only.
• You should not use the service if you can reasonably wait until the next GP surgery session.

Complaints procedures for out-of-hours services

The Association of Belfast Doctors-on-Call (BELDOC)

• You can make a complaint by phoning or writing to your own GP practice or to the BELDOC service.
• If you complain directly to the BELDOC service, the Manager or Medical Manager of BELDOC will acknowledge your complaint within 48 hours.
• BELDOC will send details of your complaint to your own GP. BELDOC will also send a voice recording of the conversation between you and the BELDOC GP to your own GP.
• Your own GP practice will deal with your complaint.

The Contactors Bureau Ltd

• If you complain to the Contactors Bureau, they will acknowledge your complaint immediately.
• The medical adviser and the director will investigate your complaint. . During their investigation, the Contactors Bureau will consider the nature of your complaint, all written records, voice recordings of phone calls, your consultation with your own doctor and a statement from the GP involved.
• The Contactors Bureau will send you a written reply within 30 days.
• If you are not satisfied, you can contact the Contactors Bureau again or arrange a meeting with them.
• Any procedural or personal improvements which come to light as part of the investigation will be introduced immediately.

The Association of North Down & Ards Doctors-on-Call (DALDOC)

• You can make a complaint by phoning or writing to DALDOC or your own practice.
• DALDOC will acknowledge your complaint, in writing, on the same working day.
• DALDOC will have all the documents on your case, including a voice recording of your conversation with the GP.
• The Manager and the Medical Manager investigate all complaints.
• DALDOC will usually deal with your complaint within 14 days of receiving it.
• If you are not satisfied with the findings of the investigation, DALDOC will invite you to a meeting to discuss the issue. Your own GP will also be at this meeting.
• If you are still not satisfied, your own GP practice may handle your complaint, or your complaint may be referred to the Eastern Health and Social Services Board.

South and East Belfast Out-of-Hours Service (SEBDOC)

• You can make a complaint by phoning or writing to the Manager of SEBDOC.
• The Manager will acknowledge your complaint within two working days.
• The Manager and the Medical Manager investigate all complaints.
• SEBDOC deal with complaints as quickly as possible, and they will send you a response within 20 days of receiving your complaint.
• The Manager will keep you informed while they are investigating your complaint.
• At the end of the investigation, you will receive a verbal and written explanation.
• If you are still not satisfied, SEBDOC will tell you who to contact.