Feedback & Complaints

How to give feedback or make a complaint

We encourage patients to raise concerns with CareBridge Medical directly wherever possible. Many issues can be clarified or resolved more quickly when the clinic has an opportunity to understand what happened.

You can contact the Practice Manager / Complaints Lead using any of the methods below. You do not need to use a special form.

What to include in a complaint

Please give us enough information to identify the issue and review it fairly. Where relevant, it can help to include:

• your name and preferred contact details;
• the date or approximate date of the appointment or incident;
• the service, clinician or part of the clinic involved;
• a clear description of what happened and what concerns you;
• any relevant correspondence or documents;
• what you would like us to consider or clarify.

Please do not send more sensitive medical information than is necessary to explain your concern. We may contact you if further information is needed.

What happens after you make a complaint?

Complaining on behalf of someone else

A relative, carer, advocate or other representative may contact us on behalf of a patient. Because medical information is confidential, we may need the patient's consent or other appropriate authority before discussing personal health information or the details of their care with another person.

Different arrangements may apply where a patient is a child, lacks capacity to provide consent, or where disclosure is otherwise permitted or required by law.

Confidentiality, personal data and complaint records

Information provided in a complaint may be processed and shared internally with the people reasonably necessary to review and respond to the concern. This can include relevant clinicians, administrative staff and professional advisers where appropriate.

Complaints and related correspondence may be retained as part of the clinic's governance, quality, legal or regulatory records in accordance with applicable data-protection and records-management requirements.

For more information about how CareBridge Medical uses personal data, please read our Privacy Statement.

Urgent or immediate safety concerns

The complaints process is not an emergency service and should not be used when urgent medical attention is required.

If you or another person is seriously unwell or requires immediate medical assistance, call 112 or 999 or attend the nearest emergency department.

If your concern relates to an immediate patient-safety issue within the clinic, contact CareBridge Medical directly on 01 963 6336 so that the matter can be brought to the attention of the appropriate person.