Opening Hours:
Mon-Thurs 8:00 – 13:00, 14:00 – 17:00
Fri 8:00 – 13:00, 14:00 – 16:30
Emergency: 999
SouthDoc: 0818 355 999
Complaints Policy
Equality & Respect
We are committed to treating all patients in a courteous, consistent, and professional manner. We aim to have a mutually fair and respectful relationship with our patients and to provide equality of service to all patients in an environment that is free from discrimination or harassment.
Unacceptable Behaviour
At our practice, we operate a ‘No Tolerance‘ policy regarding abusive or aggressive behaviour towards any member of our staff. We aim to provide a comprehensive and professional service efficiently and pleasantly to all our patients. We strive to provide a helpful and friendly environment. We would like to ask that patients co-operate with all our policies and courteously treat our staff. Safety is of paramount importance at our practice and, accordingly, any patient or visitor who is abusive or aggressive verbally or physically will be asked to leave the premises immediately and will be removed from the patient list. We consider aggressive behaviour to include any personal, abusive, or threatening comments, bad language, physical contact, aggressive gestures, and theft or damage to property. We will not hesitate to contact the Gardaí.
Complaints Procedure
We pride ourselves as a practice in providing healthcare at the highest standards, however, we are aware that there may be times when patients or their families will feel the need to express their concerns or dissatisfaction with the service we have provided at OB Medical Group.
We have a formal pathway for you that will allow us to look into and if necessary, resolve any issues or concerns that you have identified.
It is our policy to try and resolve any issues as quickly as possible. We aim to have looked into the complaint within 10 working days. You will be contacted by a manager to discuss your complaint. All complaints are taken seriously and handled in strict confidence by our doctors, nurses, and administrative staff.
We take patient confidentiality very seriously. If you want to make a complaint but you are not the patient involved, we will need written consent (permission) from the patient to say that you can deal with the complaint and that we can discuss their medical details with you.
In the interests of fairness, we cannot deal with anonymous complaints. If you want us to deal with your complaint, you must give us your name. When we look into a complaint, we treat everyone with dignity and respect and we would ask you to do the same as we go through the process.
How to make a complaint
If you wish to make a complaint please write to Eileen O’Grady or Joan Murray, OB Medical Group, Primary Care Centre, Ballincollig, Cork.
We also have a “suggestion” box in the waiting room.