Complaints procedure
Draft pending legal review. This procedure is written for Shifa in Ireland and will be finalised before the platform serves real patients.
How to raise a complaint
Use the contact form and choose Complaint. If the complaint is about clinical care, clinician conduct or patient safety, choose Clinical concern so it is routed to clinical governance.
Include what happened, when it happened, any booking reference if you have one, and the outcome you are asking us to consider. Do not use this route for emergencies: call 112.
Expected response times
- Emergency risk: call 112; Shifa support is not an emergency service.
- Clinical concern: routed to clinical governance and triaged within 1 working day.
- Complaint acknowledgement: within 2 working days.
- Substantive response: normally within 10 working days.
- If we need more time, we will explain why and give a revised date.
If you remain unsatisfied
Reply to the case outcome and ask for a review. A person who was not responsible for the original outcome will review the complaint.
- Clinical concerns are reviewed by clinical governance before closure.
- Concerns about a doctor's professional conduct may also be raised with the Irish Medical Council.
- Privacy complaints may be raised with the Data Protection Commission.
- Consumer contract concerns may be raised with the Competition and Consumer Protection Commission.