Practice Policy

Confidentiality

Rose Clinic Bray complies with data protection and access to medical records legislation.
Confidentiality is a fundamental principle of medical ethics and is central to the trust between patients and doctors. Patients are entitled to expect that information about them will be held in confidence.
Our practice ensures that patient confidentiality is maintained at all times by all members of our team. Only authorised personnel have access to sensitive data. Please note that the Reception staff need access to your medical records in order to fulfill their administrative duties. Both the medical staff and reception staff are bound by the same rules of confidentiality. Our Doctors and Reception work closely to provide the most efficient care.
While the concern of the patient’s relatives and close friends is understandable, we cannot discuss or disclose information to anyone without the patient’s consent.
For further information: Rose Clinic Bray's Data Protection Policy

Complaints Procedure

We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
Should this be the case, complaints can be submitted via email, in writing, or through a feedback form available at the clinic.
The complaint will be brought to the attention of the clinic owners and management. Your concerns will be dealt with accordingly.
Complaints are acknowledged within 5 business days and resolved within 14 days. Complex cases may require additional time, in which case the patient will be informed of the timeline.
Outcomes are reviewed to improve clinic services, with management implementing changes if needed.

Cancellation Policy

Should you need to amend or cancel your appointment, we kindly request that you contact us at least 24 hours prior to your appointment date.
A €20 deposit is required for HSE-covered free appointments, fully refunded if you attend or cancel at least 24 hours in advance.
Other appointment types will incur a 50% cancellation fee for late cancellations (less than 24 hours).

Video consultation

Our video consultations use the secure online platform doxy.me.
During the course of the consultation, the doctor may determine that a physical examination is necessary to properly address your medical needs, If so, the consultation may be stopped, and we will arrange for you to visit the clinic for an in-person appointment.

Aggressive Behaviour Policy

It is our policy to treat all patients with respect and courtesy and we would expect the same respect and courtesy in return. Any aggressive or inappropriate behaviour towards staff will not be tolerated and dealt with through the appropriate channels.