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Please call to make an appointment 0564441310
Complaints Procedure
We welcome any feedback from patients of this practice. If you are dissatisfied with any aspect of our service we encourage you to submit an overview of your concerns in writing. This can be done by post or by dropping it into reception. We will try to acknowledge your complaint within 7 days and respond within 28 days. We would ask that no anonymous complaints are submitted as it is difficult to explore the circumstances surrounding the complaint without knowing who it relates to. The aim of of complaints procedure is to improve the quality of the service we provide and help any individual who has been dissatisfied to achieve a better outcome.
Patient Information Leaflet Complaints Policy
Help us to reach the highest standards by having your say.
Your comments are important. We welcome feedback, both positive and negative.
Please let us know if there is something we are doing well or if there is anything we could try to do better.
We know that you might not want to give feedback in person, so you can fill in this form instead.
You can also write a letter or an email. We look at all comments that come in and we try to make improvements based on feedback. We need to know if you have a complaint about our care so that we can try to resolve the issue and try to learn lessons. This helps us to improve the care of our patients. We follow a standard procedure to make sure that we manage complaints appropriately.
Step 1 How do I make a complaint?
There are four ways to make a complaint.
· Fill in the form and hand it in at reception
· Talk to your GP or to any member of staff
· Telephone us on 056 4441310 In the interest of fairness, we cannot deal with anonymous complaints.
If you want us to deal with your complaint, please give us your name. When we look into a complaint, we treat everyone with dignity and respect, and we would ask you to do the same as we go through the process.
Step 2 What will happen next?
We will try to resolve your complaint as quickly as possible
· We will acknowledge receipt of your complaint within five working days We take patient confidentiality very seriously. If you want to make a complaint but you are not the patient involved, we will need written consent (permission) from the patient to say that you can deal with the complaint and that we can discuss their medical details with you.
· We aim to have looked into the complaint within 10 working days. This may sometimes take longer (staff annual leave etc). If we anticipate delays, we will keep you informed of likely timelines
· You will receive a written answer, or we might ask you to meet us to discuss your complaint. Some complaints are serious or complicated and mean that we have to hold an investigation. If this arises, we will tell you. We will tell you how the investigation will work, who will be in charge of it and how long it will take. If we need to do an investigation, we will aim to finish it in 30 days. If we think it will take longer, we will tell you why and we will talk to you about this. You will be able to talk to us about the process. If a meeting is held, you can bring a friend or relative to any meeting.
Step 3 When we look into a complaint, we try to:
·Treat everyone involved with courtesy and respect
· Find out what happened, what went wrong and why
· Give you the opportunity to discuss the problem with the staff member(s) involved ·
Give you an apology if this is the right thing to do
· Take steps to make sure the problem does not happen again We hope that we will be able to resolve your complaint quickly and to your satisfaction.
Step 4 We will answer your complaint in writing or in person and if there is an investigation, we will send you a final response when the investigation is over.
We hope to resolve all complaints satisfactorily, but if you are not happy about the response you receive, we can review and reconsider the complaint and our response.
Alternatively, there are several other organisations where you may bring your complaint depending on the nature of your complaint and who it involves.
HSE Patients with a medical card may contact the HSE Email: yoursay@hse.ie Website: www.hse.ie Infoline: 1850-24-1850 Address: Oak House, Millennium Park, Naas, Co. Kildare Office of the Ombudsman
If the HSE complaint resolution is unsatisfactory, GMS patients can contact the Office of the Ombudsman or if the complaint is about children, the Ombudsman for Children (see below) Website: www.ombudsman.ie Telephone: 01 636 5600 Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W772 Ombudsman for Children Email: oco@oco.ie Website: www.oco.ie Infoline: 1800 20 20 40 Address: Millennium House, 52–56 Great Strand Street, Dublin 1 Medical Council If your complaint is specifically related to a doctor, you can contact the Medical Council Email: info@mcirl.ie Website: www.medicalcouncil.ie Telephone: 01 498 3100 Address: Kingram House, Kingram Place, Dublin 2ursing & Midwifery Board of Ireland (NMBI) If your complaint is specifically related to a practice nurse, you can contact the Nursing and Midwifery Board of Ireland (NMBI) Email: ftp@nursingboard.ie Website: www.nursingboard.ie Telephone: 01 639 8500 Address: 18–20 Carysfort Avenue, Blackrock, Co. Dublin The Data Protection Commissioner If your complaint relates to an allegation of a breach of confidentiality / data protection, you can contact Website: www.dataprotection.ie Telephone: 057 868 4800 Address: Data Protection Commission, 21 Fitzwilliam Square South, Dublin 2, D02 RD28 Workplace Relations Commission (WRC):
If your complaint relates to an allegation of discrimination under the Equal Status Acts, you can contact the Workplace Relations Commission (WRC) Website: www.workplacerelations.ie Telephone: 059 917 8990 Address: O’Brien Road, Carlow, R93 E920
~ REMEMBER ~ Your opinion matters and your feedback is welcome and helpful.
Feedback/Complaints
Form Section A –
Patients Name:_________________________________
Patient Date of Birth:_______________________________________
Patents Address:
Eircode
GMS (Medical Card) No.
If you are not the patient, please insert patient details above.
Please note it will be necessary for us to obtain patient consent to investigate and to discuss confidential information with you. Please also fill out Sections C and D if you are not the patient.
Section B – Feedback/Complaint Details : (Include dates, times and names of personnel, if known)
______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Section C – Enquirer/Complainant’s details (if not the patient) _______________________
Relationship to Patient :___________________________________________________
Eircode
Section D -Consent (if enquirer/complainant is not the patient) If you are making a comment/complaint for a patient, or if your complaint / query is about a patient’s medical care, then we need consent from the patient.
Please obtain the patient’s signed consent below. I consent to my doctor releasing information to ____________________________, and discussing my care and medical records, with the person named above in relation to this feedback only. I give permission for them to act on my behalf. (Patient or legal guardian only)
Patients Consent:_________________________________________________________________