Comments, Compliments and Complaints

Due to the impact of COVID-19/coronavirus on HSE resources you may experience a delay from the service in responding to your correspondence. Every effort will be made to respond to you within the timeframes outlined in HSE policy. Your patience is appreciated at this time.

If you are waiting longer than 3 days for your COVID-19 test result please contact the HSE’s search service. You will be contacted within 24 to 48 hours.

Please choose one of the following options:
- Call HSELive 1800 700 700 or +353 1 240 8787 (from outside Ireland) - Monday to Friday 8am to 8pm, Saturday and Sunday 9am to 5pm.
- Call your GP who can submit a query on your behalf

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.

For further information simply click on any of the links below: