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If you are entitled to the Flu vaccine, please contact reception to arrange an appointment. 

Surgery opening hours are 8.30 to 12.30 and 1.30 to 6.00 daily

Please note our phone lines close at 5.30pm daily and urgent calls only will be accepted between 5.30pm and 6pm. 

Care Navigation

Our team of Medical Receptionists have been trained to Care Navigate and will ask you some questions about the reason for your appointment.  This will help you receive the RIGHT CARE from the RIGHT PROFESSIONAL at the RIGHT TIME.

Online Prescription Ordering

Register now to be able to order your repeat medication online.

Ask at reception for details 

We do not provide open access urgent surgeries

 Urgent appointments are available every morning for patients registered with Grove Medical practice and can be booked via the receptionist.

Urgent appointments are for urgent medical problems only

To facilitate this change, prescriptions cannot be ordered before 10.00am     


Please ensure you have enough medication to cover bank holidays 

 If you require urgent treatment when the surgery is closed, contact the Out of Hours service:

Beldoc 02890744447

Dalriada 02825663500


        Treatment  Room Service

Treatment room opening times are:

    8.30am to 5.30pm          Monday to Thursday 

The treatment room is closed from 12.30 to 1.30 daily.



If you cannot attend, please remember to cancel your appointment. Thank you 

Practice Failed Appointments Policy

Patients who fail 3 or more appointments and do not contact the surgery will be removed from our practice list. 

Repeat Prescription Re ordering

48 Hours notice is required for all repeat medication and this includes medication on Hospital Discharge letters

Please order your repeat medication via our website or by e-mail to

or link to computer system

Practice Complaints Procedure





Practice complaints procedure


If you have a complaint or are concerned about the service or treatment you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaint procedure to deal with complaints, which meets the criteria agreed for the Health and Social Care Board. It does not cover services provided under a private arrangement between the practice and a patient.


How to complain


We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the persons concerned. It your problem cannot be sorted out in this way and you wish to make a complaint, let us know as soon as possible – ideally within a matter of days – this will help us to find out what happened more easily.

Although you should make your complaint as soon as possible after the event we can consider complaints made within six months of the date of discovering the problem, provided this is within twelve months of the incident. It is clearly unreasonable in the circumstances to make a complaint earlier and where it is still possible to investigate the facts of the case we can consider extending this time limit.


Complaints regarding practice staff or the management of the practice should be addressed to Mrs Paula Douglas the Practice Manager at the practice. Alternatively, you may ask for an appointment with Mrs Douglas. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will greatly assist us if you are as specific as possible about your complaint.


What we shall do

We shall acknowledge your complaint, normally within three working days, and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved.

In investigating your complaint, we shall aim to:


    • Find out what happened and what went wrong

    • Enable you to discuss the problem with those concerned, if you would like this

    • Ensure you receive an apology, where it is appropriate – and

    • Identify what we can do to make sure the problem does not happen again.

    • Copy of written complaints are sent to Health and Social Care Board.

 Complaining on behalf of someone else


Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission.

A note signed by the person concerned and witnessed by the patient will be needed. If this is not possible the complaint should be brought by the next of kin.

 Complaining to your Health & Social Care Board


We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the Health & Social Care Board, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you may contact the complaints Department, Health & Social Care Board, Champion House, Linenhall Street, Belfast – Telephone number 9032 1313 for help who will act as an “honest broker”.


If you are not happy with the practice response you may wish to contact The NI Commissioner for complaints (the Ombudsman). Address and telephone number are: –           

Telephone - 028 90233821

The Ombudsman’s Office, Progressive House, 33 Wellington Place, Belfast.


The Patient and Client Council offer assistance for complainants. Their contact details are: 1st Floor Ormeau Baths, Ormeau Avenue, Belfast BT2 8HS. Tel 08009170222


Complaints made by GPs

GP’s and GP staff are also entitled to complain about a patient if they feel that the patient is being unreasonable or their conduct is causing particular difficulties for the practice. If you are the subject of a complaint we hope, however, that any concern or misunderstanding can be sorted out by you talking with the GP or manager.

Record Keeping

Complaints received by the practice are held on file by the practice manager.

Documentation is kept separate from the patient clinical record.



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