Your feedback is important to us. Kind words motivate us, constructive comments help us improve, and great ideas inspire us. We value your comments and suggestions regarding the Hospital’s facilities, staff and services.
You will find Comment Cards or Patient Satisfaction Surveys throughout the Hospital if you wish to offer positive or negative feedback on your experience and you can post your responses in the blue post boxes provided.
Your right to complain
If you are dissatisfied with any aspect of the hospital service, you have the right to complain. We will investigate your complaint and inform you of the outcome as soon as possible. All feedback received is dealt with in a confidential, constructive, and positive way to enhance the patient and visitor experience. You also have the right to complain elsewhere, which will not adversely affect your current or future care provided by the Hospital.
How to make a complaint
The pathway for making a complaint or airing a grievance is as follows:
- During your visit to the Hospital, you can approach staff with comments, suggestions or complaints.
- If you have left the Hosital, you can call a member of staff from the relevant department/ward and they will endeavour to resolve your grievance at the earliest opportunity.
- Staff may need to escalate your grievance to their line/department manager for resolution, and the line/department manager will update you on the progress and outcome of your complaint.
- If your grievance is not resolved satisfactorily, you can request a full review and investigation, by submitting a formal complaint:
email@example.com or firstname.lastname@example.org
Complaint Office, Quality Dept,
National Orthopaedic Hospital Cappagh,
Finglas, Dublin 11D11 EV29
Do you need help making a complaint?
If you would like help making a complaint, the National Patient Advocacy Service (PAS) can help. They provide a free, independent and confidential advocacy service offering assistance, guidance and support to patients wishing to make a complaint – please see www.patientadvocacyservice.ie or contact 0818293003 to avail of their help.
The local manager will resolve verbal conflicts and differences of opinion immediately, where possible. When this is not possible, the complaint is forwarded to the Quality Department and processed as a Formal / Written complaint, as detailed below.
The Hospital acknowledges written conflicts and differences of opinion by phone call or emailwithin five working days of the complaint.
Complaints, conflicts and differences of opinion are carefully and thoroughly investigated, with clear communication and support provided throughout the process. A formal response is issued within 30 days of a complaint, however, If we cannot reply within this time frame, an interim response is issued (by phone or email) confirming the status of your complaint and indicating the expected resolution date.
Who is responsible for complaint management?
Operations & Complaints Manager
email@example.com or firstname.lastname@example.org
The Operations & Complaints Manager may invite Reviewers to assist in the management of complex complaints to ensure the best outcome for patients.
What you can do if you are dissatisfied with the outcome
If you are dissatisfied with the outcome of this process, you must send a written request for a review to the HSE Complaints Manager (details below) or the Office of the Ombudsman (see details below), providing details of the complaint, the Hospital’s response and explaining your grounds for dissatisfaction. This request must be submitted within 30 days of receiving the initial hospital response.
HSE Complaints Manager
Director of Quality and Patient Safety, Ireland East Hospital Group, c/o Mater Misericordiae University Hospital, Eccles Street, Dublin 7 D07 R2WY.
Office of the Ombudsman
Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773.