Complaint Policy for Bridge Medical Practice

Purpose

We are committed to providing high-quality medical care in a professional and compassionate manner. We recognize that occasionally patients, their families, or carers may have concerns or complaints about the care or service received. This policy outlines how complaints will be handled to ensure fairness, transparency, and timely resolution. This policy applies to all patients, carers, visitors, and staff of Bridge Medical Practice.

Principles

  1. Accessibility – Complaints can be made verbally, in writing, or electronically. Assistance will be provided to anyone who requires help in making a complaint.
  2. Respect and Confidentiality – All complaints will be handled respectfully and in confidence, without prejudice to the care patients receive.
  3. Timeliness – Complaints will be acknowledged and investigated promptly.
  4. Fairness – Complaints will be dealt with objectively and without bias.
  5. Learning and Improvement – We view complaints as an opportunity to improve our services and systems.

Procedure

  1. Making a Complaint
  • The complainant will be asked to submit their complaint in writing by email, filling in complaint form or post, if possible, to the Practice Manager.
  • If the complaint is about a specific staff member, it will be directed to the Practice Manager. If the Practice Manager is unavailable, complaints should be directed to one of the Partners.
  • Anonymous complaints cannot be accepted.
  • If you are not the patient involved, written consent from the patient is required to confirm that you are authorised to make the complaint and that we may discuss their medical details with you.
  1. Acknowledgement
  • Written or verbal acknowledgment will be provided within 5 working days of receiving the complaint.
  • The complainant will be informed of the process and expected timeframes.
  1. Investigation
  • The Practice Manager will conduct a thorough review, which may include interviewing staff, reviewing records, and gathering relevant information.
  • Investigations will be conducted impartially and aim to resolve the matter within 30 working days.
  • If you will be asked to come in person, you can bring a friend or relative to any meetings.
  • If a longer timeframe is required, the complainant will be kept informed.
  1. Response
  • A written response will be provided, outlining the findings, any actions taken, and the complainant’s right to escalate the matter.
  • Where appropriate, an apology or explanation will be offered.
  1. Escalation

If the complainant is not satisfied with the response, they may escalate their complaint to the relevant external authority, such as:

OFFICE OF THE OMBUDSMAN

Email: info@ombudsman.ie

Tel. 01 6395600

MEDICAL COUNCIL

Email: info@mcirl.ie

Tel. 01 4983100

Period within which complaints can be made

  • 12 months from the date on which the event that is the subject of the complaint occurred, or
  • 12 months of the date the complainant became aware of the event.
  1. Record-Keeping
  • All complaints and related correspondence will be documented and securely stored.
  • Records will be reviewed periodically to identify trends and areas for improvement.

Attachments:

1. Complaint form with patient third party consent

Download Form pdf.

2. Complaint Form

Download Form pdf.