Our Complaints policy

Our staff have authority to resolve verbal complaints at first point of contact wherever possible.
Where a complaint is resolved at the point of contact, the complaint will be examined to identify any quality improvements that should be implemented as a result.
Where complaints cannot or should not be resolved at the first point of contact due to their seriousness or complexity, these complaints will be referred to the Quality Manager for investigation.
You do not have to accept the outcome of the management of the complaint at the point of contact and may request a formal investigation.

Complaints that could not be resolved or should not be resolved at the first point of contact due to their seriousness or complexity are passed to a Quality Manager.
The Quality Manager will carry out a pre-investigation to check the validity of the complaint and the appropriate processes to be used to manage the complaint. Some complaints will not be suitable for investigation by the Quality Manager and may be escalated to the Medical Director and/or Chief Operations Officer.
If a formal investigation is to be conducted, we will complete same and respond to you within 28 working days. If the investigation cannot be concluded within 28 working days, we will contact you to ask for more time and keep you updated after that to let you know what is happening.

If you are not happy with the outcome of your complaint, you can ask for an internal review to be conducted by our Managing Director.
Any requests for an internal review should be sent to our Quality Manager at GP24, Unit 1a, Bracken Business Park, Bracken Road, Sandyford D18 H283, Ireland
The Managing Director will review the processes used to carry out the investigation of the complaint and the findings and recommendations made post-investigation.
The Managing Director will uphold, vary or make a new finding and recommendations.
The Managing Director may carry out a new investigation of the complaint