HSE Complaints Casebook

Welcome to the HSE complaints casebook section. This section will contain quarterly published casebooks which detail a selection of anonymised complaints received and addressed by Community Healthcare Organisations and Hospital Groups during that period. The casebook will set out a brief summary of the issues involved in the complaint, the actions taken and the resulting outcomes.

The published casebook in this section covers the first quarter of 2019.

The publication of anonymised complaint casebooks is part of the HSE’s commitment to use complaints as a tool for learning and to facilitate the sharing of that learning. In addition, the publication of the casebook fulfils a recommendation by the Ombudsman in his report, Learning to Get Better and further progresses the HSE’s promise to fully implement all recommendations from the Ombudsman’s report pertaining to the HSE by the end of 2019.


We hope that this casebook and subsequent quarterly casebooks will continue to develop during 2019 and that these anonymised complaints casebooks will offer a valuable insight into the issues that give rise to complaints and will assist in guiding decision making to improve services and the service user experience.