Complaints policy

Complaints policy

Strand Medical D3

Last updated: 29th December 2025 by MM

Strand Medical D3 is committed to providing high-quality, safe, and respectful medical care. We recognise that from time to time patients may be dissatisfied or concerned about aspects of the care or service they receive. We welcome feedback and complaints as an opportunity to learn and improve our service.

Making a complaint will not adversely affect your care at this practice.

1. How to Raise a Concern or Complaint

Where possible, we encourage patients to raise concerns informally in the first instance, as many issues can be resolved quickly through discussion.

If you wish to make a formal complaint, you may do so:

  • In writing (letter or through our online services section), or

  • Verbally, by speaking with a GP partner or the Practice Manager

Complaints may be made by the patient concerned or, with appropriate consent, by a representative.

2. What Information to Include

To help us understand and address your complaint, please include:

  • Your name and contact details

  • A brief description of your concern

  • Dates, times, or relevant details where possible

This helps us review the matter fairly and efficiently.

3. How Complaints Are Handled

All complaints are taken seriously and handled in line with Irish professional and medico-legal guidance.

  • Complaints are acknowledged within a reasonable timeframe

  • The complaint will be reviewed by a GP partner or appropriate senior staff member

  • We may contact you to clarify issues or to discuss the matter further

  • We aim to provide a clear and honest response once the review is complete

The practice follows principles of openness, fairness, and learning, in keeping with Irish guidance on complaints handling in general practice.

4. Outcomes and Learning

Where appropriate, we will:

  • Explain what happened and why

  • Apologise where something has gone wrong

  • Identify any learning or changes to practice arising from the complaint

Our aim is always to improve patient care and service quality.

5. Confidentiality

All complaints are handled confidentially and in accordance with data protection legislation. Information is shared only with those involved in reviewing the complaint.

6. If You Are Not Satisfied with the Outcome

If you remain dissatisfied after the practice has responded, you may wish to seek independent advice or pursue the matter further through appropriate external bodies, such as:

  • The Medical Council of Ireland (for concerns relating to professional conduct)

  • The HSE (where relevant to eligibility or contracted services)

Details of these bodies are publicly available.

7. Feedback

We also welcome positive feedback and suggestions on how our service can be improved. This can be provided informally or in writing at any time.

Important Note

This Complaints Policy is intended to provide a clear and fair process for addressing concerns. It does not limit any statutory rights available to patients under Irish law.