In UL Hospitals we want to give you the best possible care and treatment. But there may be times when you think we could do better. And sometimes you may even want to tell us about something we have done well.
Whatever age you are, you have rights when it comes to your health including:
- The right to have your say and be listened to
- The right to complain if you are not happy about something we have done.
We want you to tell us if you have a comment, compliment or complaint about your health care.
In order to help you to do so the following options are available to you:
Talk to any member of UL Hospitals staff or a service manager.
Complete and submit the HSE's 'Your Service, Your Say' comment card. Staff can help you put your complaint in writing, if you require assistance. These forms are located at various points throughout UL Hospitals. These leaflets are available in the English, Irish, French, Russian, Chinese and Polish languages. Email the HSE at firstname.lastname@example.org to request this information in another language or format.
E-mail with your feedback
Send a letter or fax to:
Patient Safety & Quality Directorate,
University Hospital Limerick,
(regardless of which hospital/site your correspondence refers to)
Fax no: 061 482920
Staff can help you put your complaint in writing, if you require assistance.
Ring us: LoCall 1890 424 555:
Your call will be answered by a staff member from HSE Consumer Affairs.
Through Advocacy Services:
Contact an Advocacy Service.
National Specialist in Accessibility
The HSE has appointed a National Specialist in Accessibility who will provide guidance, advice and strategic support in the promotion of access for people with disabilities. The purpose of the role is also to develop a strategic framework for the implementation of Part 3 of the Disability Act 2005 in the HSE.
What do I need to include if I am making a complaint?
A written complaint should include:
- Who was involved
- What happened and when
- What are you concerned about
- Have you done anything else to resolve this matter
- What do you want to happen now
- Give consent to for the reviewer to access your Health Care Record
- Give full details of person who used the service, e.g. name, address, date of birth
It will also assist the Complaints Officer if any extra information and/or copies of other relevant documents are attached to your written complaint.
What will happen next?
In the case of a comment or a compliment:
- We will send you a letter of acknowledgement if contact details are provided. All comments or compliments will be forwarded to the relevant service or staff member.
- A verbal complaint will be acknowledged as soon as possible be relevant staff member.
- A written complaint will be acknowledged by The Chief Executive Officer in writing within five working days.
How will my complaint be dealt with?
Depending on the nature and seriousness of your complaint:
- A staff member/service manager will attempt to resolve your complaint locally or
- A Directorate Manager will look into the issues raised in your complaint.
How long will it take the complaints officer to look into my complaint?
- The Directorate Manager will look into your complaint within 30 working days of the date when it was acknowledged.
- If it takes longer to look into all the issues raised in your complaint you will be notified within thirty working days and will be given an update on what is happening every twenty working days after that.
What do I do if I am not satisfied with the recommendations made by the complaints officer or the way my complaint was dealt with?
- You may request a review from ULH by contacting Comment/Compliment/Complaints Department, Patient Safety & Quality Directorate, University Hospital Limerick, Dooradoyle, Limerick.
- You have 30 working days from the date of the final report sent to you by the complaints officer to request a review.
- You may wish to make a complaint directly to the Office of the Ombudsman or Ombudsman for Children:
Office of the Ombudsman
(9.15 - 5.30 from Monday - Thursday, 9.15 - 5.15 Friday)
18 Lower Leeson Street,
Phone: 01 6785222
Ombudsman for Children's Office
(9.15 - 5.30 from Monday - Thursday, and 9.15 - 5.15 Friday)
52-56 Great Strand Street
Free-phone: 1800 20 20 40
Phone: 01 865 6800
What if I am not happy with the outcome of the review?
You may request an independent review of your complaint from the Office of the Ombudsman or Ombudsman for Children.
Whilst we attempt to respond to all forms of correspondence quickly, when local investigation is required you will understand that this takes time, but we will always do our best to act quickly and efficiently. We promise to keep you updated regularly on progress made.
Still unsure how to make a complaint?
If you are still not sure how to make a complaint to the HSE please contact the National Complaints Governance and Learning Team who can assist you in making your complaint.
Accident or incident to a member of the public
If you have a fall/accident on the premises/grounds of any UL Hospital please bring it to the attention of a staff member without delay. Ask them to complete an incident report form which should contain your full details and a contact number for you. This form should be completed in the area where your incident occurred, however if on the grounds please notify a member of Security or Reception staff immediately.