Making a Complaint

In the HSE, we want to give you the best possible care and treatment. But there may be times when you think we could do better. And sometimes you may even want to tell us about something we have done well.

Whatever age you are, you have rights when it comes to your health including:

  • the right to have your say and be listened to
  • the right to complain if you are not happy about something we have done.

How do I make a complaint?

We want you to tell us if you have a comment, compliment or complaint about your health care. In order to help you to do so the following options are available to you:

  • In Person: Talk to any member of HSE staff, service manager or complaints officer
  • Online Form: Send your complaint securely through the online feedback form
  • By Email: E-mail yoursay@hse.ie with your feedback.
  • By Letter: Send a letter or fax to any HSE location. Staff can help you put your complaint in writing, if you require assistance.
  • Ring us: LoCall 1890 424 555: Your call will be answered by a staff member from the National Complaints Governance and Learning Team.
  • Through Advocacy Services: Contact an Advocacy Service.

What do I need to include in my complaint?

A written complaint should include:

  • Who was involved?
  • What happened and when?
  • What are you concerned about?
  • Have you done anything else to resolve this matter?
  • What do you want to happen now?

It will also assist the Complaints Officer if any extra information and/or copies of other relevant documents are attached to your written complaint.

What will happen next?

In the case of a comment or a compliment:

  • We will send you a letter of acknowledgement if contact details are provided. All comments or compliments will be forwarded to the relevant service or staff member.
  • A verbal complaint will be acknowledged as soon as possible be relevant staff member.
  • A written complaint will be acknowledged by a complaints officer in writing within five working days.

How will my complaint be dealt with?

Depending on the nature and seriousness of your complaint:

  • A staff member/service manager will attempt to resolve your complaint locally or
  • A complaints officer will look into the issues raised in your complaint.

How long will it take the complaints officer to look into my complaint?

  • The complaints officer will look into your complaint within 30 working days of the date when it was acknowledged.
  • If it takes longer to look into all the issues raised in your complaint the complaints officer will notify you within thirty working days and will give you an update on what is happening every twenty working days after that.

What do I do if I am not satisfied with the recommendations made by the complaints officer or the way my complaint was dealt with?

You will be advised in the response to your complaint of the process for requesting a review..

Or you may wish to make a complaint directly to the Office of the Ombudsman or Ombudsman for Children:

Office of the Ombudsman

(9.15 - 5.30 from Monday - Thursday, 9.15 - 5.15 Friday)

18 Lower Leeson Street,
Dublin 2.
Phone: 01 6785222
Email: ombudsman@ombudsman.irlgov.ie
Website: http://www.ombudsman.gov.ie/

Ombudsman for Children's Office

(9.15 - 5.30 from Monday - Thursday, and 9.15 - 5.15 Friday)

Millennium House
52-56 Great Strand Street
Dublin 1.
Free-phone: 1800 20 20 40
Phone: 01 865 6800
Email: oco@oco.ie
Website: http://www.oco.ie

Still unsure how to make a complaint?

If you are still not sure how to make a complaint to the HSE please contact us at the National Complaints Governance and Learning Team and we can assist you in making your complaint.Ring LoCall number:1890 424 555
Email: yoursay@hse.ie