In the HSE, we want to give you the best possible care and treatment. There may be times, however, 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.

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

By Comment Card:

Complete and submit the HSE's 'Your Service, Your Say' comment card. Staff can help you put your complaint in writing, if you require assistance.
You can also fill in the comment card online

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 Advocacy Unit.

Through Advocacy Services:
Contact an Advocacy Service.

National Specialist in Accessibility

The HSE has appointed a National Specialist in Accessibility who will provide guidance, advice and strategic support in the promotion of access for people with disabilities. The purpose of the role is also to develop a strategic framework for the implementation of Part 3 of the Disability Act 2005 in the HSE.

Your Service Your Say: ' Information on how to make Comments, Compliments and Complaints Leaflet'. These leaflets are available in the English, Irish, French, Russian, Chinese and Polish languages. Email us at yoursay@hse.ie to request this information in another language or format.

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 the 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 may request a review from Mr. Greg Price, Director of Advocacy, Quality and Patient Safety Directorate, Oak House, Millennium Park, Naas, Co. Kildare. Telephone 1890 424 555.
  
• You have 30 working days from the date of the final report sent to you by the complaints officer to request a review.

What if I am not happy with the outcome of the review?

You may request an independent review of your complaint from the Office of the Ombudsman or Ombudsman for Children.

The Office of the Ombudsman is open between 9.15 and 5.30 from Monday to Thursday and 9.15 to 5.15 on Friday including lunchtime on each day.  The Office is located at:

18 Lr. Leeson St., Dublin 2.
Tel: +353-1-639 5600
LoCall: 1-890-223030(from outside 01 area)
Fax: +353-1- 6395674 
E-mail:ombudsman@ombudsman.gov.ie
web: http://www.ombudsman.gov.ie/en/

Office of the Ombudsman for Children:
Telephone: 1890 654 654
E-mail: oco@oco.ie

Whilst we attempt to respond to all forms of correspondance quickly, when local investigation is required you will understand that this takes time, but we will always do our best to act quickly and efficiently. We promise to keep you updated regularly on progress made.

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 Advocacy Unit and we can assist you in making your complaint.