Complaints Procedure

Mobile Medical Diagnostics

A Guide to the Complaints Procedure

Who can lodge a complaint

Anyone who uses our service has the right to a high standard of care. On occasion, this may not be the case. Service users are entitled to complain if they feel dissatisfied with the standard of care that has been delivered or believe it to be below what should be expected.

Taking the time to complain should benefit all who engage in MMDs service delivery through changes based on learning from feedback we receive.

How to make a complaint

Please be advised that all complaints with be treated in the strictest of confidence. You may communicate your complaint to the staff member with whom you engage with or to a member of the management team.

Should you find difficult to approach a staff member or wish to formally raise a complaint, you can do so by writing to us and including:

A comprehensive description of your concerns
The date you engaged with the service that resulted in the nature of the complaint being raised
The location where the complaint occurred
Your full name
Your contact details, address, telephone, email address
Any other information you deem to be relevant to the concern being raised.

Please address your complaint to:
Mobile Medical Diagnostics Ltd.
Unit 15, Dunshaughlin Business Park, Co Meath, A85 YT35

or by email to: quality@mobilemed.ie and address for the attention of the Person in Charge

or by contacting a member of our staff on: 01 575 9908

How a complaint will be investigated

All complaints that are received are treated with utmost discretion. You will receive an acknowledgement, in the first instance, that your complaint has been received. In internal review of the nature and root cause of any complaint will be reviewed. We may need to access your data on our internal system, depending on the nature of the complaint. We will provide a written response at the earliest opportunity after our investigation has concluded but no later than 20 working days from receipt of any complaint.

In the event that you are not satisfied with the response to your complaint

Rest assured, when learnings are identified from complaints received, any necessary changes and service improvements are implemented accordingly. In most instances, this results in alleviation of concerns raised. If, however, you remain dissatisfied you may escalate your complaint to senior management for additional review.

You should do so within 4 weeks and include reasoning for ongoing dissatisfaction. Your request for a review will be considered, and you will be informed of all decisions made in writing.

Please be advised that patient advocacy services are available should you require further support regarding your complaint as follows:

Publicly funded patients: Office of the Ombudsman – 6 Earlsfort Terrace, Dublin 2, D02 W773

General Concerns: Health Information Quality Authority – concerns@hiqa.ie

Feedback and suggestions

Mobile Medical Diagnostics welcomes all service user input, both positive and negative, as this helps us to further improve the service we deliver and the standard of patient centred care, we strive to deliver.

For further queries or information relating to our complaints procedure, please contact us using the details below:

Tel: 01 575 9908
Email: info@mobilemed.ie

Address: Unit 15, Dunshaughlin Business Park, Dunshaughlin, Co. Meath, A85 YT35