Complaints Policy

 
 

COMPLAINTS POLICY LOUISBURGH MEDICAL PRACTICE updated July 2021

 

In this practice we want all our patients to be pleased with the service they receive, so we take complaints very seriously. We try, insofar as possible, to ensure that all our patients are pleased with their experience and quality of our service.

Aim:

If a patient makes a complaint we will deal with it promptly and courteously. A complaint may indicate a failing on our part from which we can learn and make improvements to our service. Our aim is to resolve the complaint as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of all parties.

Complaints manager

The responsible people in our practice for dealing with any complaint are Dr. Eileen O’ Connor and Dr. Colm Staunton.

Please email details of any complaint received (verbal or written) to: louisburghmedical@gmail.com

All complaints will be acknowledged in writing by the GP, normally within three working days, and we will forward a copy of this Complaints Policy with that acknowledgement. We will do our best to investigate the complaint in a timely manner within 10 working days.

If the patient does not wish to meet us during this investigation of the complaint we will attempt to talk with them on the telephone.

 

Investigation

In our investigation of any complaint we will aim to:

  •  establish the facts

  •  facilitate a discussion of the problem with those concerned

  •  explore approaches aimed at resolving the complaint, and,

  •  identify what we can do to ensure that any problems identified during our investigation do not happen again.

On completion of our investigation and where it is appropriate, we will write to the complainant with our conclusion and a suggested remedy.

Proper records will be kept of any complaint received, in addition to any actions taken to resolve the complaint and to improve services as a result of the complaint.

Complaining on behalf of someone else

If a third party, eg, relative, friend, wishes to complain on behalf of the patient who has been treated in our practice, it is important to understand that we have to adhere to the rules of patient confidentiality. Therefore, we would need the patient’s permission before responding to the complainant.

 

 

Dr. Eileen O’ Connor and Dr. Colm Staunton

 
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Visitor information

Patients from the EU

Visitors from EU countries are entitled to emergency care without charge provided they have a European Health Insurance card (EHIC) from their own country, valid at the time of their visit.  Please present your European Health Card at the practice reception before each consultation. In the absence of a valid EHIC card, a consultation fee will apply. 

 

Patients from the UK

Visitors from the UK are entitled to emergency care without charge provided they have proof of NHS eligibility.  Your personal UK national insurance number is considered proof of NHS eligibility. A valid European Health Insurance Card (EHIC) is also accepted. In the absence of a NHS number/valid EHIC card, a consultation feE will apply. 

 

Patients from the rest of the world

In many situations your health insurance may reimburse some of the costs involved in your visit to Louisburgh Medical Practice. A receipt will be provided by our staff at the time of payment, which can then be presented to your insurance company.