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Complaints Procedure


  1. Patient complaints will be accepted in verbal and/ or written form by the Practice Manager
  2. The patient should be given the opportunity to give details of complaint in private.
  3. The Practice Manager will make a note of the detail of the complaint in the complaints book (into which all postcards posted in the box in the reception room will also be inserted) 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.
  4. 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 ect.) and the next steps planned
  5. 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.
  6. 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.
  7. If the complaint involves a Data breach the data controller needs to be informed and the necessary actions taken.
  8. Records of all complaints /outcomes will be kept and discussed at practice meeting with the aim of addressing any changes that need to be implemented.
  9. 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).

Risk identified Procedure to manage risk
1 Unaccompanied minors attending doctor or nurse All people under 15 years nend to be accompanied by parent, guardian, or other adult verbally designated to us by the parent or guardian. People 15-18 are encouraged to have parental consent an d knowledge of their visit here.
2 Unaccompanied children in waiting room 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.
3 Physical risk in the waiting room or clinical room A risk assessment has been carried out and hazards identified and minimised as far as possible but again the parent/ guardian are primarily responsible for maintaining the child’s safety on the premises.
4 Unaccompanied physical examination of minors Physical examinations of minors will only take place with parent or guardian present and aware of reason for examination
5 Other risk as brought to our attention by the public We will endeavour to assess and mange any other risks as far as possible



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 owner and sole permanent GP in the practice so she is the relevant person)



We recognise that implementation is ongoing process. Our service is committed to the implementation if this Child Safeguarding Statement and the procedures that support our intention to keep children safe form 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 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.


Privacy policy


Potential Issue Proposed Solution
1.     Security of premises ·   External doors locked

·   Monitored intruder alarm

·   CCTV at each entrance

·   Rear sensor light

2.     Access to data on computer ·   Each individual computer         password protected

·   Practice software separate password protected individual to each user

·   Passwords to change regularly

·   Audit trail for practice software

3.     Privacy of computerised date and written date e.g. files/correspondence ·   Staff member to ensure correct file is open

·   Access to data allowed to staff member and relevant patient or other authorised by patient

·   Staff member as far as possible to minimise risk of wrong patient reading clinical information e.g. letters

·   Old pater files kept in locked storage cabinets

·   Consider destroying certain old files.

·   Avoid storing any patient data on laptops or other portable media e.g. USB keys

·   Implement recommendations in No Data No Business guideline

4.     Privacy in waiting room and in consultation rooms ·   Block walls reduce sound transmission

·   Doors to be kept closed when consultation in progress

·   Patient discussion not to occur in public arears


5.     Privacy at reception desk ·   Receptionist to ensure identity of telephone and personal callers

·   Glass door to be closed during conversation and no other patient permitted entry

·   Patient personal details not be stated aloud on phone

6.     Requested for clinical information by third party (non-clinical referral e.g. solicitor, insurance company ·   Written consent to be obtained from patient

·   Patient to read information prior to forwarding

·   Any irrelevant information to be redacted on patient request

·   Anonymise all patient data when performing clinical audit


7.     Policies and Procedures ·   Registered with Data Protection Commissioner

·   Identify person responsible for data proection in the practice (Dr )

·   Conduct staff training on confidentiality and privacy

·   Confidentiality clause in staff contracts

·   Confidentiality agreement in place with hardware and software support companies and any other entity accessing patient or staff information

·   Include staff internet usage policy on all contract


8.     Obtaining information ·   Data protection leaflet for patients

·   Used agreed data collection form for new patients

·   PPSN not to be recorded unless needed for specific service


9.     Backups ·   All records backed up at lease daily

·   Backup off site in secure EU cloud location managed by software company

·   RDX tape backup held in locked location outside premises

·   Regular test restore