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Professional Memberships
Introduction
At Private Therapy Clinic, we are committed to providing the highest standard of care to our patients. We recognise that, on occasion, concerns may arise, and it is vital that we have a clear, accessible, and effective process in place to address these issues. This Complaints Policy outlines the procedure for patients, their families, or carers to raise concerns regarding the services provided by the clinic. Our aim is to handle all complaints in a professional, timely, and sensitive manner while ensuring transparency and fairness throughout the process.
Acknowledging Complaints
When a complaint is received, we will acknowledge it within 5 working days. This acknowledgment will outline the complaints procedure and explain how the investigation will be conducted. We believe it is essential for the complainant to understand the process from the outset so they can be confident that their concern is being addressed.
Investigation of Complaints
All complaints will be thoroughly investigated in a timely manner. The investigation will be carried out by a member of our team who was not involved in the incident that prompted the complaint. This ensures impartiality and fairness in the handling of the matter. The process will involve gathering relevant information, reviewing evidence, and speaking with staff members involved.
We aim to resolve complaints efficiently, and investigations will provide clarity on the issue at hand, as well as outline the steps needed to resolve it. All complaints will be taken seriously, and we are committed to ensuring that all parties involved are treated with respect.
Internal Procedures for Complaint Management
Private Therapy Clinic uses a structured complaints log ticketing system to track and manage all complaints. This system ensures that complaints are addressed in an organised and effective way. Each complaint is assigned a unique ticket that records the nature of the issue, the date it was received, and the complainant’s contact details.
The ticketing system allows our complaints handling team to monitor each case, ensuring no complaint is overlooked. Regular updates will be provided to the complainant throughout the investigation. Once the investigation is concluded and the issue has been resolved, the ticket will be closed, and the resolution will be recorded. This system also enables us to analyse trends in complaints and identify areas for service improvement.
Escalating Complaints
If a complainant is dissatisfied with the outcome of the investigation or resolution, they have the option to escalate the complaint. If the complaint involves the actions or behaviour of a treating practitioner, the complainant may refer the matter to the relevant professional regulatory body. Alternatively, if the complaint relates to an administrative error or issues unrelated to clinical care, the complainant may escalate the matter to the clinic manager, who will conduct a further review.
Communication Throughout the Complaints Process
We are committed to open and transparent communication. Throughout the complaints process, the complainant will receive regular updates regarding the status of the investigation and any actions being taken. Should any additional information be required or if any questions arise, the designated staff member handling the complaint will be available to provide clarification.
Confidentiality and Data Protection
Private Therapy Clinic respects the confidentiality of all complainants. All personal information related to the complaint will be treated with strict confidentiality. Access to complaint details will be restricted to those directly involved in the investigation, ensuring that privacy is maintained throughout the process. Any personal data will be handled in accordance with the General Data Protection Regulation (GDPR), ensuring that all data is securely stored and protected.
Learning and Continuous Improvement
At Private Therapy Clinic, we view every complaint as an opportunity for learning and improvement. After resolving a complaint, we analyse the feedback to identify areas where our services can be improved. By implementing changes based on this feedback, we aim to continually enhance the quality of care we provide. We are committed to creating an environment where feedback is welcomed, and improvements are regularly made to better serve our patients.
Complaining to a Practitioner’s Professional Body
In cases of serious misconduct or concerns regarding the professional conduct of a practitioner, the complainant has the right to contact the appropriate regulatory body. If the complaint relates to the quality of care provided by the practitioner, Private Therapy Clinic will investigate the matter to determine whether the practitioner remains suitable for continued referral within the clinic.
Examples of situations where it may be appropriate to raise a concern with a practitioner’s professional body include:
In the event that a complaint is made to a practitioner’s professional body, Private Therapy Clinic may be required to cooperate with the investigation. Additionally, the clinic may have a duty to report any serious concerns to the appropriate regulatory authorities, such as the Health and Social Care Professionals Council (CORU) or the Medical Council of Ireland.
Professional Bodies in Ireland
In Ireland, healthcare professionals are regulated by various professional bodies. Below is a list of relevant organisations where you can lodge a complaint regarding specific healthcare practitioners:
Please verify contact details on the relevant websites, as they may change over time.
Conclusion
Private Therapy Clinic’s Complaints Policy is designed to ensure that any concerns or issues are handled swiftly, respectfully, and efficiently. By following this policy, we can continuously improve our services and maintain the highest standards of care for all patients. We are committed to providing a transparent and responsive complaints process and believe that patient feedback is essential to our ongoing improvement.
How to File a Complaint with Private Therapy Clinic
If you would like to make a complaint, please contact us as soon as possible. For optimal resolution, it’s best to raise the issue as soon as it arises.
You can reach us using the following contact details:
When submitting a complaint, please include the following information:
We aim to acknowledge all complaints within 5 working days and provide a response within 20 working days.