Complaints handling for all HSE staff
How to handle complaints and feedback
Positive Feedback/Compliments Learning Notification Form (editable online) (Word doc, size 47.4 KB, 1 page)
Positive Feedback/Compliments Learning Notification From (printable version) (PDF, size 456.5 KB, 1 page)
Clinical judgement
Guidance for clinical staff (PDF, 320.3 KB, 21 pages)
Clinical judgment pathway (PDF, 468.2 KB, 1 page)
Clinical judgment pathway for informal resolution (PDF, 459 KB, 1 page)
Clinical judgment pathway for formal investigation (PDF, 343.3 KB, 1 page)
Supports for staff
Training to help you handle complaints and feedback
Helping someone who is angry or upset
Ways to mind your wellbeing
Staff who are the subject of a complaint
Complaints staff
Complaints management process (PDF, 720 KB, 1 page)
Timeframes for the complaints management process (PDF, 494.9 KB, 1 page)
Guidance on which learning forms to complete (PDF, 942 KB, 6 pages)
Point of Contact Resolution and Escalation Form (Word doc, size 25.4 KB, 1 page)
Compliment Submission Form (Word doc, size 30 KB, 1 page)
Complaints management system manuals and forms
Data protection and information you send to public representatives (TDs, senators, MEPs and local representatives)
Positive Feedback/Compliments Learning Notification Form (editable online) (Word doc, size 47.4 KB, 1 page)
Positive Feedback/Compliments Learning Notification From (printable version) (PDF, size 456.5 KB, 1 page)
Complaints officers
Handling complaints and feedback for complaints staff
Resources for complaints Officers investigating complaints
Poster: Assessing a Complaint (PDF, 569.1 KB, 1 page)
Stage 2: Complaints Officers Letter Pack (Word Document, 270 KB, 46 pages)
Complaints management system and data protection information for the public (Word doc, 15 KB, 1 page)
Anonymised Learning Notification Form (PDF, 447 KB, 1 page)
Anonymised Learning Notification Form (Word doc, 50 KB, 1 page)
Guidance on which learning forms to complete (PDF, 942 KB, 6 pages)
Review officers
Internal review process for review officers
Stage 3: Review Officers Letter Pack (Word Document, 280 KB, 47 pages)
Resources for review officers investigating complaints
Guidance on which learning forms to complete (PDF, 942 KB, 6 pages)
Anonymised Learning Notification Form (PDF, 447 KB, 1 page)
Anonymised Learning Notification Form (Word doc, 50 KB, 1 page)
Accountable officers
Standard letters for use by Accountable officers for YSYS Stage 2 and 3 complaints or reviews (Word doc, 164 KB, 12 pages)
Complaints managers
Complaints manager Stage 3 review template letter (Word doc, 133 KB, 2 pages)
Anonymised Learning Summary Casebook Form (PDF, 677 KB, 1 page)
Anonymised Learning Summary Casebook Form (Word doc, 45 KB, 1 page)
Guidance for the appointment of complaints officers and review officer (PDF, 833 KB, 5 pages)
Complaints officer appointment form (Word doc, 30 KB, 3 pages)
Review officer appointment form (Word doc, 29 KB, 3 pages)
Appointment revocation notification (Word doc, 40 KB, 2 pages)
Guidance on which learning forms to complete (PDF, 942 KB, 6 pages)
Voluntary agencies and providers
Guidance on complaints handling and statistics
Complaints management system manuals and forms
