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Advocacy and Customer Care

The HSE is committed to following the twelve principles of Quality Customer Service, adopted by Government in the Irish Public Service Modernisation Programme, by developing and implementing best practice models of customer care within the HSE and the promotion of service user involvement throughout the organisation through the concept of 'Your Service Your Say'. 

You and Your Health Service – What you can expect from your health service and what your health service can expect from you (Charter)

You and Your Health Service, a health service charter, is a Statement of Commitment on healthcare expectations and responsibilities. It describes what the service user can expect when using health and social care services in Ireland, and what the service users’ responsibilities are.  It aims to inform and empower individuals, families and communities to actively look after their own health and to influence the quality of healthcare in Ireland. The Charter is based on eight principles that are considered fundamental to both health service employees and to people who use the services. The principles outlined, include the commitments as stated by the health service and therefore what service users can expect wherever and whenever they receive care. They are designed to promote care that is compassionate, more predictable, personal to service users, preventative and participatory.

The HSE Policy & Procedures for the Management of Feedback to include Comments, Compliments and Complaints

The HSE has developed and will maintain a Policy and Procedure for the Management of Service User Feedback in line with the legal requirements placed on the HSE.    It is the policy of the HSE to elicit views from patients, service users, carers, visitors and the community about the services provided by the HSE. Any complaint will be viewed as an opportunity to inform service provision, to continuously improve the quality of the services that we provide and to learn lessons so as to prevent similar occurrences in the future. Complaints, criticisms or suggestions, whether oral or written will be taken seriously, handled appropriately and sensitively. 

Additional information in relation to the 'Your Service, Your Say' - The Policy and Procedures for the Management of Consumer Feedback to include Comments, Compliments and Complaints in the Health Service Executive (HSE) can be found on www.hse.ie and on the intranet site.  Links to the full documents are provided below: