Complaints

PATIENT INFORMATION LEAFLET
Custom House Square Medical Centre
COMPLAINTS PROCEDURE

Making a Complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you may do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.

In any event, this should be: – Within 12 months of the incident, Or, within 12 months of you discovering that you have a problem.

Please state your case clearly giving as much detail as you can.

If you are a registered patient you can complain about your own care.
You are unable to complain about someone else’s treatment without their written authority. (See the separate section in this leaflet).

We will provide you with a Complaints Form to register your complaint incorporating a third-party authority section to enable a complaint to be made by someone else.

Please ask at Reception for a Complaints Form.
(You may provide this in your own format providing this covers all the
necessary aspects of the complaint).
Please send your written complaint to:

Private & Confidential
Addressee Only
Practice Manager
Custom House Square Medical Centre

2, Gandon House
International Financial Services Centre
Mayor Street Lower
Dublin 1

OR you can email to: practicemanager@custommedical.ie

What we do next :

We aim to manage any / all complaints as soon as possible.

We will acknowledge receipt of your complaint within 5 working days.

You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.
If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When investigating a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete, your complaint will be determined and a final response sent to you.
We endeavor to provide you with a final written response within 30 working days from the day that we receive your complaint.

Where your complaint involves more than one organisation (e.g. CHSMC & HSE) we will try to liaise with that organisation so that you receive one coordinated reply.
We may need your consent to do this.

Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

Complaining on Behalf of Someone Else

We adhere to the strict rules of medical and personal confidentiality.
If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient concerned to confirm that they are unhappy with their treatment and that they give their authority for a third party to act on their behalf.

Please ask at reception for the Complaints Form which incorporates a section on patient consent thus enabling the complaint to be processed.

Where a patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint.
Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond directly with the patient, or may be able to deal directly with the third party, and this depends on the wording of the authority provided.

Positive Feedback

We also welcome feedback of a positive nature and are happy to receive suggestions and comments regarding the service we offer.
We continually strive to maintain, develop & improve the standard of service we
provide for our patients and our own professional standards.
Your help with this process is much appreciated and we welcome any constructive criticism.

Making a complaint about the Out-of-Hours Service

Should you wish to make a complaint concerning the
DDOC GP out of hours co-operative, please contact the Medical Director of DDOC.

What if you are still unhappy or feel your complaint has not been resolved to your satisfaction?

All our Doctors are registered members of the Irish Medical Council.

The Medical Council is funded by its members to uphold and maintain the professional standards of those members and to uphold best possible standards of care for patients of doctors.

There is a Complaints procedure available through the Medical Council – see link:

http://www.medicalcouncil.ie/

Whilst we at Custom House Square Medical Centre fully acknowledge your right to make a complaint to the Medical Council we ask you to explore this fully beforehand and to understand that this is an extremely serious matter for a professional Doctor.

Patients may also find that the procedure can be ‘invasive and impersonal’ and given that the Medical Council ultimately takes the case on behalf of the patient against the doctor ‘a loss of control or direction’ may be felt by the patient.

The Medical Council procedure is extremely adversarial and by its nature will harm / injure a Doctor professionally, emotionally, personally and financially.

It may also affect the doctor’s colleagues and family.

It can result in permanent damage, injury and loss of employment and livelihood to the doctor – irrespective of whether: this is / was your intention; your complaint is found to be justified or not.

Whilst it is the opinion of this author that ‘Lay’ majority control of the Medical Council (the majority of Members of the Medical Council are not Medical Doctors) is correct and best for both patients and doctors alike; unfortunately the Medical Council is controlled by politicians and this may not always result in best interests being served for patients and doctors.

Thank You
Dr Peter Killeen
Medical Director