Introduction 

At Sandymount Green Medical, we are committed to providing high-quality healthcare services to our patients. We value feedback and take complaints seriously, as they provide us with an opportunity to improve our services. This policy outlines the procedure for making a complaint, and how we will handle complaints in a fair, transparent, and timely manner. 

Purpose 

The purpose of this policy is to: Provide patients with a clear and accessible process for raising concerns or complaints. Ensure all complaints are handled fairly, thoroughly, and promptly. Uphold the rights of patients and improve the quality of our services. 

Scope 

This policy applies to all patients of Sandymount Green Medical and covers complaints regarding: 

• The standard of medical care received. 

• Staff conduct or professionalism. 

• The quality of the facilities or practice environment. 

• Administrative or non-clinical services provided by the practice. 

• Delays in service or appointments. 

• Communication issues with staff members. 

What to Do If You Have a Complaint 

If you are dissatisfied with any aspect of the service you have received, we encourage you to speak with us directly. We aim to resolve issues quickly and to your satisfaction. 

Step 1: Informal Resolution 

If you feel comfortable doing so, please speak to the relevant staff member (doctor, nurse, receptionist, etc.) as soon as possible. Many issues can be resolved informally at this stage. If your complaint involves a clinical issue, you may wish to discuss it directly with your doctor or healthcare provider. 

Step 2: Formal Complaint 

If your concern is not resolved informally or if you prefer to make a formal complaint, please follow the formal complaints procedure outlined below. 

How to Make a Formal Complaint 

You can make a formal complaint in any of the following ways: 

• In Writing: You can submit your complaint in writing (via letter or email) to: 

  • Sandymount Green Medical, 8 Sandymount Green, Sandymount, Dublin 4, D04 W544 or sandymountgreenmedical@gmail.com. 

  • If you need assistance with putting your complaint in writing, please contact our reception team, who can help you. 

• In Person: You can speak directly to our Practice Manager at the surgery. If you choose this option, we recommend scheduling a private appointment to ensure confidentiality. Please include as much detail as possible in your complaint, such as: 

  • Your name, address, and contact details. 

  • The nature of your complaint, including relevant dates and times. 

  • The name of the staff member (if applicable) involved in your complaint. 

  • Any supporting documentation (e.g., appointment records, prescriptions, etc.)

Acknowledgement of Complaints 

We will acknowledge receipt of your formal complaint within five working days of receiving it. You will be provided with an outline of how the complaint will be handled, the investigation process, and an estimated timeline for resolution. 

Investigation of Complaints 

All complaints will be investigated thoroughly and impartially. The Practice Manager will review the complaint, gather relevant information, and, if necessary, speak with the staff members involved. If a clinical issue is raised, we may involve the relevant healthcare professionals to assess the situation. 

If required, we may contact you for further clarification or to discuss the matter in more detail. 

Outcome and Resolution 

We will provide you with a response within 20 working days (wherever possible) following the acknowledgment of your complaint. The response will include the findings of our investigation, any actions taken, and any steps we will take to prevent similar issues in the future. 

If the complaint is upheld, we will offer an appropriate resolution, which may include an apology, an explanation, or other remedial actions. If the complaint is not upheld, we will explain the reasons for this decision. 

Escalation of Complaints 

If you are not satisfied with the outcome of your complaint, or if you feel your complaint has not been handled properly, you have the right to escalate the matter to an external body, such as: 

• The Health Service Executive (HSE) Complaints Team: You can contact the HSE through their website or by phone to lodge a complaint about healthcare services. HSE Website: www.hse.ie Telephone: 1850 24 1850 

• The Medical Council: If your complaint concerns the professional conduct of a doctor, you may wish to contact the Medical Council of Ireland. Medical Council Website: www.medicalcouncil.ie 

Confidentiality 

All complaints will be treated with the utmost confidentiality. Personal information and details of the complaint will only be shared with those involved in the investigation. You will not be penalized in any way for making a complaint, and your care will not be affected by raising a concern.

Monitoring and Review 

We continuously monitor and review our complaints procedure to ensure it remains effective and responsive. Complaints data will be regularly reviewed by the Practice Manager to identify trends and improve our services. 

Conclusion 

At Sandymount Green Medical, we take all complaints seriously and are committed to learning from patient feedback to improve the care we provide. We appreciate your cooperation and encourage you to let us know if something goes wrong so that we can make it right. If you have any questions regarding this procedure, please feel free to contact us.