HSE Your Service Your Say Feedback Learning Casebook

This section contains quarterly published casebooks which detail a selection of anonymised feedback cases, both complaints and compliments, received and responded to by Community Healthcare Organisations, Hospital Groups and National Services during that period.

The publication of casebooks is part of the HSE’s commitment to use feedback as a tool for learning and to facilitate the sharing of that learning. The cases, although each unique, present themes and issues that need to be examined in the context of quality and service improvement.

We hope that these casebooks will offer valuable insight into the issues that give rise to complaints as well as identify areas of good practice that will assist in guiding decision making to improve services and the service user experience.