Patient charter, feedback & complaints.
What you can expect from us, what we ask of you, and how to tell us when something has gone wrong — or right.
Our commitments to you
Based on the HSE National Healthcare Charter, You and Your Health Service.
- Access — same-day care for acutely unwell children and adults, and clear information on how to book, our opening hours and out-of-hours cover.
- Dignity and respect — you will be treated with courtesy, without discrimination, and your privacy will be protected at reception, in the waiting room and in the consulting room.
- Safe and effective care — care by registered, appropriately qualified clinicians following current clinical guidance.
- Communication — plain explanations of your condition and options, time to ask questions, and honesty if something goes wrong (open disclosure).
- Participation — you decide about your own care. You may bring someone with you, ask for a second opinion, or decline treatment.
- Privacy — your information is handled as set out in our Privacy Statement.
- Accountability — your feedback and complaints are taken seriously, looked into, and used to improve the service.
What we ask of you
- Arrive on time, and let us know as early as possible if you cannot attend.
- Give us accurate information about your health, medications and contact details, and tell us if they change.
- Treat our staff and other patients with courtesy. We operate a zero-tolerance policy towards abusive, threatening or violent behaviour.
- One appointment is for one person and, normally, one main problem — please book separately for each family member.
- Pay fees at the time of your visit, or tell us in advance if that is a difficulty.
Chaperones and interpreters
You are welcome to have a chaperone present for any examination — a family member, a friend, or a member of our staff. Just ask; your clinician may also suggest one. If English is not your first language, tell reception when booking and we will arrange an interpreter where possible. This website is also available in Irish using the Gaeilge link at the top of every page.
Feedback and complaints
We want to hear from you.
Step 1 — tell us. Speak to any member of staff, or ask for the practice manager. If you would rather put it in writing, address it to the Practice Manager, Bedford Medical Centre, Convent Road, Athlumney, Navan, C15 PD0V, or use the Patient Portal messaging. We will acknowledge your complaint promptly, look into it, and give you a written response. Where something has gone wrong we will say so, explain what happened and what we are changing.
Your complaints contact is Ann Mulligan, Practice Manager. To request our complaints form, ask at reception, call (046) 902 1369, or write to Ann at the address above.
Step 2 — if you are not satisfied. Depending on what your complaint is about, you can also contact:
- HSE — Your Service Your Say for care provided under the medical card / GP visit card or other HSE-funded schemes: hse.ie/yoursay, 1800 424 555, or yoursay@hse.ie. If unhappy with the HSE’s response you can go to the Office of the Ombudsman or, for a child, the Ombudsman for Children.
- Medical Council of Ireland for a concern about the professional conduct or fitness to practise of a doctor: medicalcouncil.ie, (01) 498 3100.
- Nursing and Midwifery Board of Ireland (NMBI) for a concern about a nurse: nmbi.ie.
- Data Protection Commission for a concern about how your personal information has been handled: dataprotection.ie.
Making a complaint will never affect the care you receive from us. Compliments are welcome too — if a member of the team has been particularly helpful, we would love to pass it on.
Patient safety
If you believe you have been harmed by your care, please tell us as soon as possible so we can respond and, where appropriate, follow open disclosure. Information on patient safety and your rights is also available from the HSE National Quality and Patient Safety Directorate.
Something to tell us?
Ask for the practice manager, or write to us at the address above.