Complaints Procedure
Applies to everyone I see at Maybrook: members and guests alike.
1. Tell me
Most things can be put right quickly or prevented from happening again if I hear about them. Tell me in person, by phone (021 471 8111), or by email (james@maybrook.ie).
2. Put it in writing, if you prefer
If you would rather set it out in writing, or talking has not resolved it, email me at james@maybrook.ie or write to Dr James O’Flynn, Maybrook, Emmet Place, Kinsale, Co. Cork, P17 H589. Please include what happened, when, and what you would like to happen now.
You can complain on behalf of someone else, such as a family member, with their consent. If they cannot give consent (for example, a young child, or someone who is too unwell), tell me and I will discuss how best to proceed.
3. What I’ll do
I will acknowledge a written complaint within 5 working days. I will look into it properly, which may include reviewing your records and anything else relevant. I will give you a full written response within 20 working days, or, if it will take longer, tell you why and when to expect it. I can offer to meet you to talk it through, if that would help.
If something has gone wrong with your care, I will tell you openly, explain what happened, and apologise. I will also tell you what I am changing so that it does not happen again, to you or anyone else.
4. If you are still not satisfied
You can contact:
- The Medical Council, about a doctor’s practice or conduct: medicalcouncil.ie
- The Data Protection Commission, about how your personal information has been handled: dataprotection.ie
You do not have to come to me first before contacting either of them, and doing so will not affect your care here. You are also always free to seek a second opinion, and I will help with that by providing whatever information you need to facilitate it.
5. Confidentiality and Records
I keep a confidential record of complaints and what was done about them, separate from your medical record. I use this to ensure that the practice learns from complaints.