We would like to thank our patients for their continued understanding during the COVID public health emergency. We have been very successful in our management of this situation due to the co-operation of our patients and staff and hope that this will continue.
COVID VACCINATION ROLLOUT- 21st February 2021
We are delighted to be starting the COVID vaccination rollout this coming week!
We will start with vaccinating the over 85’s age group first, as directed by the HSE. Our vaccination clinic for this age group will be held on Tuesday 23rd February.
We are very excited about this momentous occasion and are looking forward to this clinic with great anticipation!
All our patients in this group have been offered an appointment to have the vaccine and have been given an appointment time for this.
Please note, this clinic is by appointment only. If you do not have an appointment and are 85 or over, please contact our surgery to arrange this.
HSE guidelines will be followed on who gets the vaccine first and we unfortunately will have no discretion on giving the vaccine to anyone outside of the recommended groups set out by the HSE.
We will be holding clinics for various age groups over the coming weeks and months. We understand that you are anxious to get the COVID 19 vaccination and we are doing as much as we can to help this process. We are fully committed to the delivery of this vaccine as soon as possible.
As more vaccines become available, we will then vaccinate other age groups, again in accordance with HSE guidelines. We will keep our website updated with information on these clinics.
We will also be launching a new booking system for patients to self-book for appointment for the COVID vaccination and this infomation will be available here once the time comes for this.
In the meantime, please stay safe and listen to the radio and news and refer to the HSE website for updates on this on https://www.hse.ie/eng/health/immunisation/hcpinfo/covid19vaccineinfo4hps/
We would appreciate it if you do not contact the surgery on this matter, as we are currently experiencing high volumes of phone calls due to the pandemic. Your call may be blocking that of a patient that has acute medical needs.
Booking a medical appointment during the COVID pandemic
While some of our work practices have changed, we would like to reassure our patients that we are open and are happy to see patients, while fully adhering to public health guidelines.
Please see below some information on our new work practices.
To Book an appointment
Please continue to book all appointments by phone. Please do not turn up at the surgery without an appointment. No walk-in appointments are available.
When booking appointments, our staff may ask you questions about the nature of your appointment and your symptoms.
They may not automatically give you an appointment and instead may ask a Doctor to call you back to discuss your situation before an appointment is booked.
The doctor will then contact you by phone, assess your situation and decide if an appointment will be given or if different action is needed.
Attending for an appointment
To prevent infection spreading, patients are not currently permitted to sit in the waiting room.
When you arrive at the surgery for your appointment, please go to Reception to check in.
We have a new pager system and when you check in, you will be given a pager to take with you. You may then reurn to your car or stand outside.
When ready, your doctor will page you. Your pager will alert you of your appointment by buzzing and vibrating.
Please return to the reception area and return the pager to the receptionist. The pagers are sanitised after every use to prevent infection spreading.
Your doctor will be waiting for you in reception and will direct you to your consultation room.
Please wear a mask or face covering when enering the building and for attending for your appointment.
Please use the hand sanitiser at the door of the surgery on entering and leaving the building.
Please adhere to coughing and sneezing etiquette when in the surgery as widely advertised by HSE.
Please maintain a respectful distance from the reception desk when dealing with practice staff and stand behind the barriers that have been put in place.
Please use contactless payments where possible.
Social Welfare Certs and Prescriptions
To help limit contact with other people and prevent the spread of infection, we can now electronically send your social welfare certs and prescriptions to the appropriate organisation for you.
Please contact the surgery and give the details of your social welfare cert and we will electronically forward this for you to Social Welfare. There is no charge for this service.
We can also electronically forward your prescription to the pharmacy of your choice. Please contact the surgery with details of your prescription, giving 48 hours-notice as is our policy. You can select the pharmacy to forward the prescription to.
There is no charge for this service to Medical Card patients. For Private patients, a prescription charge will still apply. We can take payment for this at the time of ordering the prescription over the phone.
Information on COVID 19 Testing
We would like to clarify some points regarding COVID-19 testing:
1) We are now electronically referring all COVID-19 cases to the local department of public health for testing.
2) The department of public health are then arranging for these tests to be performed at various centres in Galway.
3) We have no control nor information as to when individual testing is scheduled.
4) We do understand that at times due to the very high number of tests requested, they are taking between two and five days to be performed.
5) The wait for test results is at times delayed, up to 36 hours.
6) Unfortunately we have no control nor influence over how quickly COVID-19 tests are scheduled or reported.
7) You will be contacted directly by Public Health regarding your test result, by text message or phonecall.
8) GPs may not get the result until much later, if at all. Therefore, unfortunately we will not be in a position to give you your result and we may not know it until a later date.
We have been really impressed and humbled by the understanding and resilience of the patients of Turloughmore Medical Centre. We ask for your continued patience during this difficult time during your COVID-19 testing.
We have no doubt that, by working together, we can ensure this national emergency affects the fewest number of people in Turloughmore, for the shortest possible period of time.
For more information on the coronavirus outbreak, please visit the HSE website on https://www2.hse.ie/conditions/coronavirus/coronavirus.html
Thank you again for your co-operation
IMPORTANT NOTICE - COVID-19
We are very aware of doing all we can to stop the spread of coronavirus (COVID-19). Therefore, we are changing some practices in the sugery would ask for your co-operation and patience.
If you have travelled from regions where there has been an outbreak or have been in contact with a confirmed case of COVID-19 or are showing symptoms such as:
Please DO NOT COME TO OR ENTER the Turloughmore Health Centre or Claregalway Health Centre buildings.
Please contact us by phone on (091) 797106 for the Turloughmore Health Centre or (091) 798301 for the Claregalway Health Centre and a member of staff will help you.
If you arrive at either surgery building, please stay in your car and call the numbers above and a member of staff will help you.
THESE MEASURES WILL LIMIT CONTACT WITH OTHER PEOPLE AND WILL HELP PREVENT THE SPREAD OF INFECTION.
Welcome to Turloughmore Health Centre
Turloughmore Health Centre is a modern purpose-built general medical practice with seven general practitioners, three practice nurses and five administrative staff. We are one of the largest practices in the western seaboard providing care to over 15,000 patients.
There has been a general practitioner in Turloughmore since 1851 and we are proud to continue the tradition of providing high quality continuous, comprehensive, co-ordinated primary medical care through an efficient and friendly practice team.
We operate an appointment only service and are fully computerised practice with all consultations, medical histories and test results recorded on patient's computer records. To see a doctor we try to provide a same day service and to see a specified doctor within two working days.
We emphasise flexibility and innovation and have long involvement in both undergraduate (with NUI Galway) and postgraduate (with the Western GP Training Scheme) medical education. We realise the importance of research and have been instrumental in the conduct of the two largest general practice trials ever conducted on the island of Ireland ( The SPHERE and SIMPLE trials).
We would like to welcome our new GP Registrar Dr. Rachel Young to the practice. Dr. Young will be with us for the next year and will be working Monday, Tuesday, Thursday and Friday.
19th August 2019 - New Doctor Dr. Aisling Byrne
More good news! We would like to welcome on board another new Doctor, Dr. Aisling Byrne who started with us the 19th of August. Aisling comes from Dublin GP training scheme and has a keen interest women's health and in all areas of general practice.
Dr Aisling Byrne will be working Mondays, Tuesdays and Wednesdays.
23rd July 2019 - New Doctor Dr. Ana Rogerson
We would like to extend a warm welcome to our newest member of the team, Dr. Ana Rogerson who started here last week! Ana comes from Dublin GP training scheme and will be with us for the foreseeable future! Ana has a special interest in all areas of family medicine and women's health and is delighted to meet new patients in Turloughmore!
Dr. Ana Rogerson will be working Tuesdays, Wednesdays, Thursdays and Fridays going forward.
We look forward to another Doctor starting in August and will update on their arrival in due course!
8th July 2019 - Welcome Dr. Jennifer Byrne
We are delighted to announce that Dr. Jennifer Byrne has joined the Turloughmore Health Centre team from 8th of July. Dr. Byrne is our new GP Registrar and will be staying for the next year.
Dr Jennifer Byrne will be working Mondays, Tuesdays, Thursdays and Fridays.
Dr Liam O Reilly
We are also thrilled that Dr. Liam O'Reilly, our GP Registrar for the last year is staying on long-term with us. Liam has become a very popular doctor in Turloughmore and we are delighted that he wishes to stay with the team here in Turloughmore Health Centre.
Dr Liam O Reilly will be working Monday's, Tuesdays, Thursdays and Fridays.
June 2019 - Best wishes to Dr. Brian King
We bid a very fond farewell to Dr. Brian King who is moving to Dublin for personal reasons. We will miss him as he was a valuable member of the team here but wish him all the best in his new advertures in Dublin!
We woud like to welcome Dr. Caitriona Cusack on board for the next few months and are very excited to announce that we have 3 new Doctors starting in July and August so look forward to having them on the team! More information on this to follow!
We also congratulate Dr. Orna McCarthy on the safe arrival of her beautiful twin babies this week!
February 2019 - Welcome back Dr. Aisling Hamilton!
We are delighted to welcome Dr. Aisling Hamilton back to the practice! Aisling has been with the practice for over 6 years and is a very popular doctor in the Turloughmore Health Centre. She has a special interest in Women's Health, Paediatric medicine, Family planning, fertility and is up to date with all methods of contraception, i.e. Mirena coils, Implanon etc. She will be working every Wednesday, Thursday and Friday.
January 2019 - New Doctor in Turloughmore - Dr. Orna McCarthy
Dr. Orna McCarthy has recently joined the team in the Turloughmoremore Health Centre. Orna is a Cork graduate with almost 7 years’ experience working in General Practice. She has a special interest in Women's health and all areas of family medicine, Diabetes, Children's Health and Palliative Care. She is available for consultations on Mondays, Tuesdays and Wednesdays. We are delighted to welcome Orna to the practice!
New System for Ordering Your Prescriptions
From Monday 23rd July 2018, we are introducing a new system for ordering repeat prescriptions.
From Monday, we will require 48 hours’ notice for all prescription requests.
This notice is needed to give the staff here time to process your request and for the doctors to review your file and ensure that your prescription is correct and that you are on the correct medication.
We understand that this might take some time to get used to but we will insist on this going forward and ask for your full co-operation in this matter.
Turloughmore Health Centre 19/07/2018
Free Under 6's GP Care
From July 1st 2015 all children under 6 years of age are entitled to free GP care. You MUST REGISTER your child for this service.
If you do not have a valid GP Under 6 Visit Card you will have to pay for your appointment
You can register on the HSE website www.hse.ie.
Non-acute services are not covered under this scheme and charges will apply. Services NOT COVERED include:
Travel vaccinations Paediatric bloods
Passport/Identity Reports/letters Creche Reports
Insurance medicals School attendance notes/certificates
HSE support line: 1890252919
Due to increased demand on our services, longer waiting times may be incurred.
Medical Card Services
If you have a Medical card or Doctor Visit card you may attend the Doctor for your ACUTE MEDICAL needs free of charge.
However non-acute medical services are NOT COVERED by your medical card and a charge will apply.
Charges apply for the following services:
Under the “Maternity and Infant Care” Scheme, a pregnant woman can avail of the following services free of charge:
First booking visit for the pregnancy.
Up to 8 Maternity-related visits throughout the pregnancy.
Please note: Any medical appointments not relating to the pregnancy will not be covered under the scheme and will be charged for.
2 week check-up for baby.
6 week check-up for mother and baby.
Whooping cough vaccine: Free
Surgery opening hours:
Monday to Friday - 9.00 a.m. - 5.30 p.m.
For calls after six o’clock or during weekends contact WestDoc 1850 36 50 00
Doors are closed daily at 6:00 p.m.
Telephone lines are closed between 1:30 pm and 2:30 pm to allow for change over of reception staff.
If you have an urgent medical problem between 1:30 pm and 2:30 pm, please call 087 259 6308.
How to get here:
The bus4you bus service from Galway City passes through Lackagh village a few times each day. You can view this timetable on: www.bus4u.net.
Practice Privacy Statement
Turloughmore Health Centre
Lackagh, Co. Galway
Practice Phone Number
Dr. Brendan Day, Dr. Eamonn Twomey, Prof. Andrew Murphy, Ms. Denise Fitzmaurice, Ms. Orla Moran
Lead for Data Protection
Ms. Denise Fitzmaurice
Ms. Orla Moran
Practice Privacy Statement
This Practice wants to ensure the highest standard of medical care for our patients. We understand that a General Practice is a trusted community governed by an ethic of privacy and confidentiality. Our approach is consistent with the Medical Council guidelines and the privacy principles of the Data Protection Regulations. It is not possible to undertake medical care without collecting and processing personal data and data concerning health. In fact, to do so would be in breach of the Medical Council’s ‘Guide to Professional Conduct and Ethics for Doctors’. This leaflet is about advising you of our policies and practices on dealing with your medical information.
Legal Basis for Processing Your Data
This practice has voluntarily signed up for the ICGP Data Protection Guideline for GPs. The processing of personal data in general practice is necessary in order to protect the vital interests of the patient and for the provision of health care and public health. You can access the Guideline at http://www.icgp.ie/data. In most circumstances we hold your data until 8 years after your death or 8 years since your last contact with the practice. There are exceptions to this rule and these are described in the Guideline referenced above.
Managing Your Information
In order to provide for your care here we need to collect and keep information about you and your health on our records.
- We retain your information securely.
- We will only ask for and keep information that is necessary. We will attempt to keep it as accurate andup to-date as possible. We will explain the need for any information we ask for if you are not sure why it is needed.
- We ask you to inform us about any relevant changes that we should know about. This would include such things as any new treatments or investigations being carried out that we are not aware of. Please also inform us of change of address and phone numbers.
- All persons in the practice (not already covered by a professional confidentiality code) sign a confidentiality agreement that explicitly makes clear their duties
in relation to personal health information and the consequences of breaching that duty.
- Access to patient records is regulated to ensure that they are used only to the extent necessary to enable
the secretary or manager to perform their tasks for
the proper functioning of the practice. In this regard, patients should understand that practice staff may have access to their records for:
o Identifying and printing repeat prescriptions for patients. These are then reviewed and signed by the GP.
o Generating a sickness certificate for the patient. This is then checked and signed by the GP.
o Typing referral letters to hospital consultants or allied health professionals such as physiotherapists, occupational therapists, psychologists and dieticians.
o Opening letters from hospitals and consultants. The letters could be appended to a patient’s paper file or scanned into their electronic patient record.
o Scanning clinical letters, radiology reports and any other documents not available in electronic format.
o Downloading laboratory results and Out of Hours Coop reports and performing integration of these results into the electronic patient record.
o Photocopying or printing documents for referral to consultants, attendance at an antenatal clinic or when a patient is changing GP.
o Checking for a patient if a hospital or consultant letter is back or if a laboratory or radiology result is back, in order to schedule a conversation with the GP.
o When a patient makes contact with a practice, checking if they are due for any preventative services, such as vaccination, ante natal visit, contraceptive pill check, cervical smear test, etc.
o Handling, printing, photocopying and postage of medico legal and life assurance reports, and of associated documents.
o Sending and receiving information via Healthmail, secure clinical email.
o And other activities related to the support of medical care appropriate for practice support staff.
Disclosure of Information to Other Health and Social Care Professionals
We may need to pass some of this information to other health and social care professionals in order to provide you with the treatment and services you need. Only the relevant part of your record will be released. These other professionals are also legally bound to treat your information with the same duty of care and confidentiality that we do.
Disclosures Required or Permitted Under Law
The law provides that in certain instances personal information (including health information) can be disclosed, for example, in the case of infectious diseases.
Disclosure of information to Employers, Insurance Companies and Solicitors:
- In general, work related Medical Certificates from your GP will only provide a confirmation that you are unfit for work with an indication of when you will be fit to resume work. Where it is considered necessary to provide additional information we will discuss that with you. However, Department of Social Protection sickness certs for work must include the medical reason you are unfit to work.
- In the case of disclosures to insurance companies or requests made by solicitors for your records we will only release the information with your signed consent.
Use of Information for Training, Teaching and Quality Assurance
It is usual for GPs to discuss patient case histories as part of their continuing medical education or for the purpose of training GPs and/or medical students. In these situations the identity of the patient concerned will not be revealed.
In other situations ,however, it may be beneficial for other doctors within the practice to be aware of patients with particular conditions and in such cases this practice would only communicate the information necessary to provide the highest level of care to the patient.
Our practice is involved in the training of GPs and is attached to a General Practice Training Programme. As part of this programme GP Registrars will work in the practice and may be involved in your care.
Use of Information for Research and Audit
It is usual for patient information to be used for research and audit in order to improve services and standards of practice. GPs on the specialist register of the Medical Council are required to perform yearly clinical audits. Information used for such purposes is done in an anonymised or pseudonymised manner with all personal identifying information removed.
If it were proposed to use your information in a way where it would not be anonymous or the Practice was involved in external research we would discuss this further with you before we proceeded and seek your written informed consent. Please remember that the quality of the patient service provided can only be maintained and improved by training, teaching, audit and research.
Your Right of Access to Your Health Information
You have the right of access to all the personal information held about you by this practice. If you wish to see your records, in most cases the quickest way is to discuss this with your doctor who will review the information in the record with you. You can make a formal written access request to the practice and receive a copy of your medical records. These will be provided to you within thirty days, without cost.
Transferring to Another Practice
If you decide at any time and for whatever reason to transfer to another practice we will facilitate that decision by making available to your new doctor a copy of your records on receipt of your signed consent from your new doctor. For medico-legal reasons we will also retain a copy of your records in this practice for an appropriate period of time which may exceed eight years.
You have other rights under data protection regulations in relation to transfer of data to a third country, the right to rectification or erasure, restriction of processing, objection to processing and data portability. Further information on these rights in the context of general practice is described in the Guideline available at http://www.icgp.ie/data. You also have the right to lodge a complaint with the Data Protection Commissioner.
We hope this leaflet has explained any issues that may arise. If you have any questions, please speak to the practice secretary or your doctor.
CHILD SAFEGUARDING POLICY AND PROCEDURES
Turloughmore Medical Centreprovides a family doctor service caring for all patient medical needs in a courteous, professional and confidential manner.
What is the Objective of this Policy?
To keep children safe while attending Turloughmore Medical Centre
What is Children First?
It is a generic term used to encompass the guidance, the legislation and the implementation of both.
What is the role of Turloughmore Medical Centre and Children First ?
Our commitment to safeguarding children - We have responsibilities to all our patients;
Children First states that the welfare of a child must be paramount.
Turloughmore Health Centre Doctors will:
- recognise that the protection and welfare of children is of paramount importance,
- fully comply with its statutory obligations;
- fully co-operate with the relevant statutory authorities in relation to child protection and welfare matters
- adopt safe practices to minimise the possibility of harm to children
Whenever we become concerned that a child may be at risk of, or the subject of, abuse of any kind, we will follow necessary procedures with Tulsa - Child and Family Agency without delay.
This Child Safeguarding Statement will be reviewed every two years.
- Risk Management Procedure
We will carry our a risk assessment to identify any potential risks to a child while availing of our services. Below is a list of the areas of risk identified and the list of procedures for managing these risks.
Procedure in place to manage identified risk
Risk of harm to a child in WFD
Risk of harm to a child from a member of staff
Risk of harm or concern not being recognised or reported
- Procedure for reporting Child Protection or Welfare Concerns
Please refer to http://www.tusla.ie/children-first/mandated-persons/making-a-mandated-report/
- The employee who has received a disclosure of child abuse or who has concerns about a child should bring them to the attention of the GP. The GP will be responsible to ensure that the child protection guidelines are appropriately implemented.
- In making a report on suspected or actual child abuse, the GP must ensure that the first priority is always for the safety and welfare of the child/ young person.
- Procedure to appoint a relevant person to oversee the assessment of risk and development of service specific Child Safeguarding Statement as required
A Relevant Person as defined in the Children First Act 2015 is a person who is appointed by a provider of a relevant service to be the first point of contact in respect of the provider’s Child Safeguarding Statement. In this instance Orla Moran and Denise Fitzmaurice, Practice Managers are appointed the relevant persons.
- Procedure for the safe recruitment and selection of workers and volunteers to work with children
- A minimum of two references (one from the most recent employer) will be taken up followed by a telephone reference check. References should be in writing.
- Garda Vetting will be undertaken for all staff at Turloughmore Health Centre.
- All employees will sign the Turloughmore Health Centre Child Safeguarding Statement.
- These guidelines will apply both to the recruitment of new employees and to the selection of internal candidates for promotion or job change.
- Turloughmore Medical Centre will not knowingly employ, contract or involve as a volunteer, any person to work with children or young adults who has a criminal conviction for criminal offences deemed inappropriate in relation to work with children.
- An Introduction to Children First mandatory eLearning training
All staff at WFD will participate in appropriate child protection training at specified intervals. This is currently available at https://childrenfirst.hseland.ie/
- Policy to investigate an allegation made against a staff member;
The practice policy is to adhere to Tusla’s National Policy and Procedure for Responding to Allegations of Abuse and Neglect will be implemented in the case of an allegation made against a staff member.
Upon receipt of an allegation relating to a staff member the GP Partners (the GP Partners at Turloughmore Medical Centre are also known as the Designated Liaison People), will immediately be made aware. If the allegation relates to one of the GP Partners, all GP Partners will immediately be made aware.
If an allegation is made against an employee or a GP Partner, in these situations there are two parts to the process, i.e. dealing with the allegation of abuse and dealing with the employee. Where possible these two pieces should be dealt with by two different people.
There are two different procedures to be followed:
1. The reporting procedure in respect of the child
a) The safety of the child is the first priority of Turloughmore Medical Centre and all necessary measures will be taken to ensure that the child and other children/young people are safe.
b) The GP Partners will deal with the procedure involving the child/young person and the reporting to Tusla, Child and Family Agency.
2. The procedure for dealing with the employee
a) In making an immediate decision about the employee’s presence in the organisation, the GP Partners should as a matter of urgency take any measures necessary to protect the child/young person. These should be proportionate to the level of risk to the child/young person; ‘protective measures’ do not presume guilt.
b) The GP Partners should privately inform the employee that an allegation has been made against her and the nature of the allegation.
c) If a formal report is being made, the GP Partners, will notify the employee that an allegation has been made and what the nature of the allegation is. The employee has a right to respond to this and this response should be documented and retained. Furthermore, Turloughmore Medical Centre will ensure that the principle of ‘natural justice’ will apply whereby a person is considered innocent until proven otherwise.
d) While Tusla will not provide advice on employment matters, advice and consultation with regard to risk to children/young people can be sought from the local Tusla social work office. Turloughmore Medical Centre will also seek the support of their external HR company.
e) The GP Partners, will liaise closely with the HSE Children and Family Services/An Garda Siochana to ensure that the actions taken by Turloughmore Health Centre Doctors will not undermine or frustrate any investigations.
f) The protective measures which can be taken to ensure the safety of children and young people can include the following:
- suspension of duties of the person accused,
- re-assignment of duties where the accused will not have contact with children / young people,
- working under increased supervision during the period of the investigation,
- or other measures as deemed appropriate.
7 List of Mandated Persons
Mandated persons are people who have contact with children and/or families who, by virtue of their qualifications, training and experience, are in a key position to help protect children from harm.
Turloughmore Medical Centre list of Mandated Persons as at 1st March, 2020.
Dr. Brendan Day
Dr. Eamonn Twomey
Prof. Andrew W. Murphy
Dr. Onora Lynch
Dr. Liam O’Reilly
Dr. Aisling Hamilton
Dr. Aisling Byrne
Dr. Ana Rogerson
Dr. Jennifer Byrne
Nurse Anne Bradshaw
Nurse Saranna Leonard
Turloughmore Health Centre
Lackagh, Co. Galway
Practice Phone Number
Dr. Brendan Day, Dr. Eamonn Twomey, Prof. Andrew Murphy, Ms. Denise Fitzmaurice, Ms. Orla Moran
Complaints Officers/ Practice Managers
Ms. Denise Fitzmaurice / Ms. Orla Moran
Prof. Andrew Murphy / Dr. Eamonn Twomey
Lead for Data Protection
Ms. Denise Fitzmaurice / Ms. Orla Moran
Date Protocol Drafted
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.
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.
The responsible person(s)/complaints officers in our practice for dealing with any complaint are the practice managers, Ms. Denise Fitzmaurice and Ms. Orla Moran.
The complaints manager(s) for the practice are Prof. Andrew Murphy and Dr. Eamonn Twomey. s
Dealing with the complaint
If a verbal complaint is made to a member of reception staff, they will listen empathically with the complainant and then offer to refer the matter to the practice manager Ms. Denise Fitzmaurice or Ms. Orla Moran without delay.
If Ms. Fitzmaurice or Ms. Moran is not available at that time then the patient will be advised when they will be able to talk to them or to the doctor and make arrangements for this meeting. The member of reception will send a detailed message to the practice manager on this. If a complaint is about some aspect of the clinical care that has been received it will normally be referred to the relevant doctor.
The practice manager will contact the patient making the complaint. A record of this conversation and complaint will be made. The practice manager will request that all complaints are issued to us in writing and addressed directly to them.
All complaints will be acknowledged in writing by the practice manager or 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.
A patient may be offered to meet with us to discuss this. 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 of the complaint
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, i.e. a 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.