Appendices: Templates, Guidance and Supports

Complaints and Clinical Judgment

• YSYS 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)
    

Appointment of Complaints Officers and Review Officers

• Guidance for the Appointment of Complaints Officers and Review Officers
• Complaints Officer Appointment Form
• Review Officer Appointment Form
• Appointment Revocation Notification

Letter Templates

• Stage 2: Complaints Officers Letter Pack (Word Document, 270 KB, 46 pages)
• Stage 3: Review Officers Letter Pack (Word Document, 280 KB, 47 pages)
• Standard Letters for use by Accountable Officers for YSYS Stage 2 and 3 Complaints / Reviews (Word Document, 164 KB, 12 pages)
• Complaints Manager Stage 3 Review Template Letter (Word Document, 133.1 KB, 2 pages)

Learning Forms and Guidance

HSE Learning Forms and Guidance

Advocacy Services

An advocate is somebody who can provide information, advice or support to, or act on behalf of, a Service User or the Service User’s family when dealing with a healthcare service or making a complaint. An advocate may also, depending on the service, represent the views of those seeking information or making complaints when required.

If you wish to provide feedback and would like to avail of advocacy services, please find a link below to a list of some of the advocacy services available. Please note that this is not an exhaustive listing.

• List of advocacy services

Complaints Management System (CMS) Information Sheet

• Complaints Management System (CMS) Information Sheet (Word, size 15KB, 1 page)

Responding to Public Representations

• SOP: Dealing with the Provision of Information to Public Representatives

Your Service Your Say Resources

• Your Service Your Say Feedback leaflets
• Poster: Assessing a Complaint (PDF, 569.1 KB, 1 page)
• Poster: Complaints Management process Pathway (PDF, 720.3 KB, 1 page)
• Poster: Timeframes for the Complaints Management Process (PDF, 494.9 KB, 1 page)
• Easy Read
  • Overview of Stage 1 of the Your Service Your Say process (PDF, size 349 KB, 2 pages)
  • Overview of Stage 2 of the Your Service Your Say process (PDF, size 567 KB, 6 pages)
  • Overview of Stage 3 of the Your Service Your Say process (PDF, size 412 KB, 5 pages)

NCGLT Toolkits

• Complaints Officer Toolkit
• Review Officer Toolkit

Train the Trainer Resources

• Workshop for trainers of complaints officers, October 2019: Presentations