At Mercer’s Medical Centre, we are committed to providing high-quality care to all our patients. We welcome feedback, including complaints, as an opportunity to learn, improve our services, and maintain the highest standards of care. Your comments and concerns are important to us.
How to make a comment, raise a concern, or make a complaint
You can make a comment or a complaint in any of the following ways:
In person at reception
By telephone
In writing (letter or email)
Through a representative (with your consent)
If you need help, our staff will be happy to assist you. You are welcome to use this template to outline your concerns.
Contact Details: Tel: 01 4022300 Email: gpreception@rcsi.com Post: Mercer’s Medical Centre, Stephen Street Lower, Dublin 2, D02P294
Confidentiality
All correspondence is treated seriously, handled sensitively, and managed in confidence in accordance with data protection legislation. You can view our Privacy and GDPR policies here.
What will happen next
1. Acknowledgement We will acknowledge receipt of your correspondence within five working days and include a copy of this procedure.
2. Review Your correspondence will be carefully reviewed by an appropriate Senior Clinician and the Practice Manager.
3. Discussion (if appropriate) You may be invited to meet with us to discuss your concerns and help resolve the issue.
4. Response We will provide a written response within 30 working days, outlining: - What was found - Any actions taken - Any recommendations or outcomes
If more time is needed, we will keep you informed.
5. Further Review If you are not satisfied with the outcome, you can contact us again. A second senior doctor will review your correspondence and our initial reply.
6. Final Response We will then write to you with our final decision and the reasons for it.
If you are not satisfied
If you remain dissatisfied after our final response, you have the right to refer your complaint externally: HSE – Your Service Your Say LoCall: 1850 24 1850
Mercer's Medical Centre is part of Royal College of Surgeons in Ireland Coláiste Ríoga na Máinleá in Éirinn
Comments and Concerns Procedure
At Mercer’s Medical Centre, we are committed to providing high-quality care to all our patients. We welcome feedback, including complaints, as an opportunity to learn, improve our services, and maintain the highest standards of care. Your comments and concerns are important to us.
How to make a comment, raise a concern, or make a complaint
You can make a comment or a complaint in any of the following ways:
If you need help, our staff will be happy to assist you. You are welcome to use this template to outline your concerns.
Contact Details:
Tel: 01 4022300
Email: gpreception@rcsi.com
Post: Mercer’s Medical Centre, Stephen Street Lower, Dublin 2, D02P294
Confidentiality
All correspondence is treated seriously, handled sensitively, and managed in confidence in accordance with data protection legislation. You can view our Privacy and GDPR policies here.
What will happen next
1. Acknowledgement
We will acknowledge receipt of your correspondence within five working days and include a copy of this procedure.
2. Review
Your correspondence will be carefully reviewed by an appropriate Senior Clinician and the Practice Manager.
3. Discussion (if appropriate)
You may be invited to meet with us to discuss your concerns and help resolve the issue.
4. Response
We will provide a written response within 30 working days, outlining:
- What was found
- Any actions taken
- Any recommendations or outcomes
If more time is needed, we will keep you informed.
5. Further Review
If you are not satisfied with the outcome, you can contact us again. A second senior doctor will review your correspondence and our initial reply.
6. Final Response
We will then write to you with our final decision and the reasons for it.
If you are not satisfied
If you remain dissatisfied after our final response, you have the right to refer your complaint externally:
HSE – Your Service Your Say
LoCall: 1850 24 1850
You may also contact:
Medical Council of Ireland
Timeframe for Comments and Complaints
Complaints should ideally be made within 12 months of the event, or within 12 months of becoming aware of the issue.
Our Commitment to You
At Mercer’s Medical Centre, we are committed to:
If you have any questions or concerns about this process, please do not hesitate to contact us.
(Revised 19/05/20206)