Complaints Process

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

All healthcare providers have a complaints management process overseen by a designated Complaints Manager.

Complaints Managers ensure that the complaints management process is implemented in line with Your Service Your Say, the Management of Service User Feedback Policy for Comments, Compliments and Complaints 2017 and that the process is championed throughout the organisation.

The Complaints Manager also ensures that processes are in place to support staff and clinicians and that learning is captured, shared and used to improve services.

The Consumer Affairs Office also plays a role in enabling the complaints process by ensuring that it is effectively implemented throughout each Community Healthcare Organisation and Hospital Group; providing various levels of training to staff, Complaints Officers and voluntary organisations on all aspects of complaints handling as well as support and advice to services users and staff on the complaints management process.

For further information please see Listening and Responding to Feedback. Information is also available for supports for Service Users and supports for staff