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Details of Complaint/Allegation
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Policy, Procedure, Guideline or legislation to be followed
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Incidents (clinical or non-clinical)
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Refer to relevant local policy developed in compliance with the requirements of the HSE Safety Incident Management Framework
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Allegation of abuse made against staff members
Complaint by staff of any inappropriate behaviour of other staff at work
Complaint about bullying and harassment made against staff
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Refer to Line Manager/ Head of Discipline to deal with complaint in line with some or all of the following:
- Trust in Care, Policy for Health Service Employers on upholding the Dignity and Welfare of Patients/Clients and the Procedure for managing allegations of abuse against staff members, May 2005.
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Professional Misconduct and Fitness to Practice Issues
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Referral to the appropriate Professional Regulatory Body for consideration under the relevant Act, e.g. IMC, NMBI, CORU, PSI, etc.
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Complaint against the HR/Recruitment process
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Refer to Line Manager / Head of Service to deal with complaint in line with some or all of the following:
- Trust in Care, Policy for Health Service Employers on upholding the Dignity and Welfare of Patients/Clients and the Procedure for managing allegations of abuse against staff members, May 2005.
- Grievance and Disciplinary Proceduresfor the Health Service, May 2004.
- HSE Recruitment SOP R2002
- Utilise the appeal processes contained in the Recruitment Licenses and Codes of Practice specifically in line with Section 7 and Section 8 of the Codes of Practice.
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Allegation of abuse of vulnerable adults including elder abuse
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Refer to the General Manager / Manager of Older Persons Services to deal with the complaint in line with:
Where the allegation relates to non-staff, refer to Manager of Older Persons Services to deal with complaint in line with:
- Protecting Our Future (2002)
Where complaints relate to safeguarding all vulnerable persons across the Social Care Division, encompassing older people and persons with a disability deal with the complaint in line with:
Safeguarding Vulnerable Persons at Risk of Abuse, National Policies and Procedures 2014
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Complaint about entitlements under Part 3, Chapter 9 of the Social Welfare (Consolidation) Act 2005
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Refer to Health Service Executive Appeals Process/Social Welfare Appeals Office in relation to Basic Payments and Supplements
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Complaints in relation to decisions of Freedom of Information internal reviewers
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Refer to Office of the Information Commissioner to deal with the complaint in line with the Freedom of Information Act 2014 info@oic.ie
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Complaints in relation to breaches of Data Protection Rights
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Refer to Data Protection Commissioner to deal with the complaint in line with the Data Protection Act 1988 and 2003: info@dataprotection.ie
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Complaints in relation to Environmental Issues
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Refer to Local Environmental Health Office to deal with the complaint in line with some or all of the following:
- Food Safety Authority of Ireland Act 1998
- European Communities (Hygiene of Foodstuffs) Regulations 2006
- Food Hygiene Regulations 1950 - 1989
- Public Health (Tobacco) Acts 2002 & 2004
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Pre-School Services
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Refer to the relevant Tusla Childcare Manager to deal with the complaint in line with the Childcare (Pre-school Services) Regulations 1996 (Tusla)
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Concerns that a number of people have been exposed to a specific hazard.
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Refer to relevant local policy developed in compliance with the requirements of the HSE Safety Incident Management Framework (PDF).
Refer to < Look back Review Guideline (PDF) to identify if any of those exposed have been harmed and what needs to be done to take care of them.
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Concerns made to the Confidential Recipient (CR)
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Refer to relevant HSE National Director.
A preliminary written report is required within 15 working days from the relevant Community Healthcare Organisation, Chief Officer or Hospital Group, Chief Executive Officer from the date of receipt of the file from the CR. The preliminary report may indicate the need for a review/investigation under another policy/procedure.
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