PATIENT CHARTER: OUR PROMISE TO YOU
PATIENT RIGHTS
The National Healthcare Charter explains our promise to you. It outlines what you can expect from our service and what you can do to help us ensure patients receive timely, safe and effective care.
The National Orthopaedic Hospital Cappagh is committed to delivering expert orthopaedic and musculoskeletal services to improve function and mobility, correct deformity and alleviate pain. Your well-being is central to our mission, vision, strategy and operations.
ACCESS TO CARE
We are committed to reducing waiting lists and times so patients can receive care as needed.
You can help us:
Keep your appointments, arrive on time, and let us know if you require assistance.
DIGNITY AND RESPECT
We treat patients equally regardless of gender, race, ethnicity, religion, and social class.
You can help us:
Treat staff and other patients with decency.
SAFE AND EFFECTIVE SERVICES
You will receive exceptional care from highly trained, experienced and knowledgeable people committed to your well-being.
You can help us:
Please tell us if you have concerns relating to your care.
COMMUNICATION AND INFORMATION
We will listen carefully and provide clear, open and honest communications, communicating complex medical information in simple language.
You can help us:
Let us know if you do not understand, and we will explain it better.
PARTICIPATION
Your opinion matters, and we will encourage you to make decisions about your care, and we can involve members of your family, carers or friends in decision-making at your request.
You can help us:
Please ask us questions and make decisions about your care.
PRIVACY
We will do our best to ensure your personal and medical information remain private and protected.
You can help us:
Tell us if you feel your privacy is not being respected.
IMPROVING HEALTH
We encourage you to improve your health and fitness for improved postoperative outcomes and quality of life.
You can help us:
Follow our expert advice for improved well-being.
ACCOUNTABILITY
We value your feedback and comments. We will investigate your complaints and make changes to improve our service.
You can help us:
Tell us about your experience and any concerns you may have.
Before you undergo surgery, it is essential that you understand why you are having surgery, how the surgery is performed, and the benefits and risks associated with the procedure. Your medical team will also explain this to you and tell you what you can expect after surgery so that you can plan and focus on your recovery.
Once you have this information you make an informed decision to proceed with the surgery.
Consent Forms
On the day of surgery, you will be asked to sign a consent form confirming you have received and are satisfied with the information provided by your medical team and that you wish to proceed with the surgery. This is known as Informed Consent. It is a safeguard to ensure that you understand and accept the process, risks, benefits, and potential outcomes of surgery.
Paediatric Patients
A parent or guardian must accompany patients under 16 years and will be required to sign consent for surgery on their behalf.
The Patient Advocacy Service is an independent, free and confidential service providing support and advice to patients wishing to complain about their hospital experience.
The Patient Advocacy Service provides advice and assistance for patients who:
- Wish to make an informal complaint
- Intend to lodge a formal complaint
- Are unhappy with the response to a complaint
- Want to escalate their complaint to the Ombudsman or relevant body.
For more information visit www.patientadvocacyservice.ie
Contact Information
The National Advocacy Service for people aged 18 and older with disabilities provides a free and independent service to young adults with disabilities.
If you have a physical or intellectual disability, the National Advocacy Service could help you with an issue you are having.
NAS helps people with disabilities who are in vulnerable situations, such as people who are isolated from their community of choice or mainstream society, who may communicate differently, and who have limited formal or natural support.
Contact Information
The right to have your voice heard and to participate in decisions affecting you is a fundamental principle in a democratic society. It is a principle simply stated as: Nothing about you / without you.
Sage Advocacy is a service for vulnerable adults, older people and healthcare patients. We ensure the rights, freedoms and dignity of vulnerable people are promoted and protected.
For more information visit: www.sageadvocacy.ie
Contact Information
The Citizens Information website outlines the healthcare services available in Ireland, providing information on GPs (family doctors), fees for accessing healthcare services, prescription medication, pharmacies, health centres, and both in-patient and out-patient hospital services.
For more information visit: www.citizensinformation.ie/en/health/
The Medical Council regulates medical doctors in the Republic of Ireland, protecting the public by promoting and better ensuring high standards of professional conduct and professional education, training and competence among its’ 21,000 registered doctors. The Medical Council maintains a Register of Medical Practitioners who are legally permitted to work in Ireland; oversees doctors Continuing Professional Development and investigates complaints against medical doctors.
For more information visit: www.medicalcouncil.ie/
Contact Information
The Irish Patients’ Association’s Mission (IPA) is to keep the patient at the centre of the healthcare system by advocating for their needs while working in partnership with health providers. Through contact with patients, their families, and their caregivers, the Irish Patients’ Association keeps abreast of ongoing and emerging patient needs.
The IPA addresses various committees, working groups and public bodies on behalf of patients.
For more information visit: www.irishpatients.ie
Contact Information
All adults have the right to be safe and live free from abuse. All persons are entitled to this right, regardless of their circumstances. It is the responsibility of all service providers, statutory and non-statutory, to ensure that service users are treated with respect and dignity, have their welfare promoted and receive support in an environment where every effort is made to promote welfare and prevent abuse.
Safeguarding Vulnerable Persons at Risk of Abuse – National Policy and Procedures (2014).
The Safeguarding Vulnerable Persons at Risk of Abuse – National Policy and Procedures”, which applies to all HSE and HSE funded services, outlines a number of principles to promote the welfare of vulnerable people and safeguard them from abuse. These include a requirement that all services must have a publicly declared “No Tolerance” approach to any form of abuse and must promote a culture which supports this ethos.
Department of Health – Adult Safeguarding
A new National Adult Safeguarding Policy is in development. The safety and protection of vulnerable people is a key objective of the Government and society. A range of legislation and policy-based measures to that end is already in place in Ireland, but it is acknowledged that there is a need to identify gaps in legislation and also that promoting awareness and cultural change is key to effective safeguarding.
If you are concerned about the abuse or neglect of a vulnerable person. You should report it to the Medical Social Work team in NOHC during working hours or contact the Safeguarding and Protection Teams (SPTs)
The Medical Social Work department is the main contact for all Safeguarding or at-risk-of-abuse concerns for patients in NOHC.
For more information, visit the websites listed below:
Safeguarding Vulnerable Adults – HSE.ie
Information for Families on: (hse.ie)
Contact Information
The National Patient Experience Survey allows the patient to provide honest and constructive feedback to hospitals nationwide. Conducted by the Health Information Quality Authority (HIQA), survey responses enable Hospitals to identify areas for improvement and initiate changes to enhance the patient experience. The following are some of our patient’s comments from the 2019 National Patient Experience Survey.
Overall Experience
We Deliver the Best Treatment and Care at Every Stage of the Patient Journey
- “I feel my experience was very positive from the person on reception right through to the catering staff. All the nurses treated me with respect and dignity. Overall hygiene and cleaning standards exceptionally high. Staff all the way through from arrival to discharge were fantastic.”
- “Use Cappagh Hospital as an example of what should be done in a hospital. They were like a formula one team when they change tyres in a race, they knew exactly what to do and when to do it, and each member knew exactly what everyone else was doing at all times.”
- “Everybody at Cappagh Hospital made my 14-week stay the most comfortable and relaxed stay possible. I’ve been hospitalised in the USA, Spain due to accidents and I have to say Cappagh Hospital is the best in the world.”
- “There was nothing that needed to be improved in my opinion from the moment I set foot in admissions I was taken care of very well. Everyone was so nice and caring.”
- “I would recommend this hospital to anyone.”
Atmosphere
We Help our Patients to Feel Comfortable in their Surroundings and Confident in their Care
- “The whole atmosphere of Cappagh Hospital was warm and friendly. Staff were good and down to earth dealing with patients. Your needs were always important to them.”
- “The atmosphere was very homely.”
- “I honestly feel that the hospital has an excellent system; it’s so efficient and a feeling of happy and safe staff there for you.”
- “Enjoyed every minute of my stay.”
People
Our Dedicated People Make a Real and Positive Difference
- “I cannot speak highly enough of the care I received in Cappagh Hospital. The staff from nursing, physio, occupational therapist and catering/cleaning were absolutely wonderful. “
- “I felt very welcome and cared for from the time I walked in the door until the time
- I left. I think the staff from top to bottom are the best in Ireland. Everyone I came across could not have been nicer.”
- “The staff were absolutely brilliant. They made my stay and aftercare so comfortable. I can’t recommend the hospital and staff enough.”
- “The staff were so kind and could not do enough for me. I was very comfortable and pain-free. I had a great experience in Cappagh Hospital.”
Care
We Consider It A Privilege To Help Others.
- “I have worked hard all my life and have been contributing from a young age, so it feels good to be taken care of (healthwise) now that I have reached my later years and need all the help I can get. Thanks to the wonderful surgeons and staff in our hospitals, they have given me my life back.”
- “Everything about my care was 5 star from the first visit at the hospital for preassessment to operation and aftercare. Staff were excellent also.”
- “The care and attention was second to none. In my 4 days of recovery, I never wanted for anything. My friends and family are tired of listening to me praising all staff.”
- “Thank God for Cappagh Hospital. NB I would say Cappagh is the BEST hospital in Ireland.”
- “I would love to see this fine hospital Cappagh brought up to state-of-the-art as I think it is a bit outdated and deserves to be the best.”
Hygiene
We Uphold High Standards Of Cleanliness And Hygiene To Ensure Patient Safety And Wellbeing
- “Special mention I feel should go to the conditions of the toilet facilities. They really were excellent and in my opinion, were on a par with a hotel so well done to the cleaning staff at the hospital.”
- “The cleaning in this hospital was outstanding. I was very impressed.”
- “The level of cleaning was above my expectations based on previous hospital experiences.”
Food
Served At Regular Intervals Throughout The Day, Our Nutritious Food Fare Offers A Menu Of Choices To Suit Broad Pallets
- “Good food, good hygiene, good practice.”
- “Food was amazing, and the hospital was spotless.”
- “I liked the fact that it was a very relaxed place and I thought the foods was very good, and also that we had a choice of either three meals.”
- “All hospitals should have the same care I received in Cappagh Hospital, but that doesn’t happen. The food was freshly cooked, and it was nice to eat.
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:
By Email:
complaints@nohc.ie or feedback@nohc.ie
In Writing:
Complaint Office, Quality Dept,
National Orthopaedic Hospital Cappagh,
Finglas, Dublin 11D11 EV29
By Telephone:
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.
Complaint Management
Verbal/Informal complaints
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.
Formal/Written complaints
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
Paula Whyte
+353-1-8140400
complaints@nohc.ie or feedback@nohc.ie
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.
E-mail: feedback@iehg.ie
Office of the Ombudsman
Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773.
Email: complaints@ombudsman.ie
