It is the right of service users to comment, compliment or complain about any of the services provided by the HSE. Responding effectively to comments, compliments and complaints received and learning from them is key to providing high quality customer focused services. Best practice identifies what Service Users want when they provide feedback and the HSE has used this information to build on and enable a system which will meet these requirements.
It is your right as a patient or service user of the HSE to make a complaint if you believe that standards of care, treatment or practice fall short of what is acceptable. If you need to make a complaint, we want the process to be easy, effective and fair. We are committed to providing a complaints management system that allows us to listen and respond to feedback in accordance with Part 9 of the Health Act 2004.
Part 9 of the Health Act 2004 outlines the legislative requirements to be met by the HSE and relevant service providers in the management of complaints. The provisions of the Act were implemented with effect from 1st January 2007.
The regulations include requirements such as:
- Designation of Complaints Officers and Review Officers
- Development of procedures by the HSE and services providers for the management of complaints
- Timeframes for the management of complaints
- Review process
The policy and procedures for the management of complaints in the HSE were finalised in line with the regulations. The process of nominating Complaints Officers throughout the HSE commenced in November 2006.
The list of complaints officers is currently being updated. If you are unable to contact the complaints officer listed for your area or you are unsure who to speak to about your feedback, please contact the office of the general manager for the service you are using and a staff member will tell you who you may discuss your concerns with.