Quality
Quality Initiatives
Quality Improvement Projects 2022 (PDF, size 8634 KB, 4 pages)
Patient Advocate Liaison Service
Complaints Management Guideline - Our Lady of Lourdes Hospital, Quality & Safety Department ext 4788
Any questions in relation to complaints, we are here to help
Stage 1 - Verbal (Complaint arises at local level)
Stage 2 - Written Complaint (Complaint Officer)
Stage 3 - Internal Review (RCSI Hospital Group level)
Stage 4 - External review (Office of the Ombudsman)
What to do if a patient or service user makes a complaint
1. If a verbal complaint is received:
- Listen to the complainant and resolve issues
- Record locally on point of contact form (available on Q-pulse)
- If unresolved within 48 hrs, escalate to your line manager
- Forward the escalated completed form to: Patient Advocate Liaison Manager, Q&S Dept pals.olol@hse.ie
2. Written complaints (managed by the Quality & Safety Department)
- A complaint is acknowledge within 5 days by the Q&S Dept
- A Complaints Officer is nominated to address the complaint
- A written response is provided within 35 days
- Recommendations and Learning are shared through Clinical Governance and Nurse Management Fora
3. Internal Review
- A complainant can request an internal review through RCSI Group if dissatisfied with response from Complaints Officer made under Stage 2 only.
4. External Review
- A complainant can request an independent review from the Ombudsman if unhappy with the outcome of the Stage 2 or Stage 3 process.
Incident Management
HSE Incident Management
