Practice Policies

Complaints Procedure

Patient complaints will be accepted in verbal and/ or written form by the Practice Manager

  1. The patient should be given the opportunity to give details of the complaint in private.

  2. The Practice Manager will make a note of the details of the complaint and tell the patient that they will follow up on the complaint and come back to the patient within 48 hours with the next steps.

  3. The Practice Manager will then discuss the complaint in a confidential manner with the staff member who is the source of the complaint (if it involves another staff member and not simply a complaint re the premises/facilities etc.) and the next steps planned

  4. If necessary, a meeting should be arranged between the patient and the staff member who is the source of the complaint to try and resolve matters.

  5. If the patient is not satisfied with this meeting then the content of the complaint should be referred to one of the GPs who will follow up with the patient.

  6. If the complaint involves a Data breach the data controller needs to be informed and the necessary actions taken.

  7. Records of all complaints /outcomes will be kept and discussed at practice meetings with the aim of addressing any changes that need to be implemented.

  8. In the event of a serious adverse event, the medical insurance body should be contacted at an early stage in the process.

Child safeguarding statement

This is a General Medical practice providing primary medical care to the local community. This is in the form of primary, personal and continuing care to all age groups at 28 Sion Hill Road, Drumoncondra and on house calls in Drumcondra Dublin 9. We have daily contact with children necessitating physical examinations. We in the practice are committed to safeguarding children as a core part of your work. Children will be accorded equal respect to all other patients but their physical safety is primarily the parent/guardian’s responsibility while on the premises.

Risk assessment (specific to minors)

1) Risk identified - Unaccompanied minors attending doctor or nurse

Procedure to manage risk - All people under 15 years tend to be accompanied by a parent, guardian, or other adult verbally designated to us by the parent or guardian. People 15-18 are encouraged to have parental consent and knowledge of their visit here.

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2) Risk identified - Unaccompanied children in the waiting room

Procedure to manage risk - Where possible children should be accompanied by their parent to the doctor/nurse room but if this is impractical; e.g. due to lack of space or privacy, then another family member should be present if possible in the waiting room. The reception staff cannot be responsible for such children.

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3) Risk identified - Physical risk in the waiting room or clinical room

Procedure to manage risk - A risk assessment has been carried out and hazards identified and minimised as far as possible but again the parent/ guardian is primarily responsible for maintaining the child’s safety on the premises.

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4) Risk identified - Unaccompanied physical examination of minors

Procedure to manage risk - Physical examinations of minors will only take place with parent or guardian present and aware of the reason for examination

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5) Risk identified - Other risk as brought to our attention by the public

Procedure to manage risk - We will endeavour to assess and manage any other risks as far as possible

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Procedures

Our Child Safeguarding Statement has been developed in line with requirements under the Children First Act 2015, the Children First: National Guidance, and Tusla’s Child Safeguarding: a Guide for policy, procedure and practice. In addition to the procedure listed to the procedures listed in our risk assessment, the following procedures support our intention to safeguard children while they are availing of our service:

  • Procedure for the management of allegations of abuse or misconduct against workers/volunteers of a child availing of our service (private discussion with complainant, and referral onwards to Tusla.

  • Procedure for the safe recruitment and selection of workers and volunteers to work with children (all relevant staff have been Garda Vetted)

  • Procedure for provision of and access to child safeguarding training and information, including identification of the occurrence of harm (all relevant staff have completed Children First training)

  • Procedure for the reporting of child protection or welfare concerns to Tusla (referral by phone and in writing as necessary)

  • Procedure for maintaining a list of the persons (if any) in the relevant service who are mandated persons (the GPs and the practice nurse)

  • Procedure for appointing a relevant person (Dr Behan is the owner and so she is the relevant person)

 

Implementation

We recognise that implementation is an ongoing process. Our service is committed to the implementation of this Child Safeguarding Statement and the procedures that support our intention to keep children safe from harm while availing of our service. This Child Safeguarding Statement we be reviewed on, or as soon as practicable after there has been a material change in any matter to which the statement refers.

For queries please contact Dr Mary Behan the relevant person under the Children First Act 2015. Mandated person and registered medical practitioner within the meaning of section 2 of the Medical Practitioners Act 2007.