Stage Three, Informal - HSE Internal Review Process

In keeping with the HSE’s policy of resolving complaints to the Service User’s satisfaction as quickly as possible, the Review Officer should first attempt to resolve the review by informal means before commencing a formal review.

The Review Officer must endeavour to contact the Complainant within < 48 hours (2 working days).  Where appropriate the Review Officer should offer to meet the Complainant at a mutually agreed appropriate location. 

If the matters are resolved following this initial consultation with the Complainant (either by phone and/or meeting in person, within <48 hours), the following steps should be managed by the Review Officer:

  1. Update the Complaints Management System
  2. Send Summary Letter to Complainant (which may include recommendations)
  3. Circulate the Anonymised Learning Notification as appropriate.

See further detailed information provided in Training