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/
What is Open Disclosure?
Every day thousands of people receive health care. Sometimes, despite our best efforts, things can go wrong and you or someone you care for may experience unintentional harm as a result. In health care, this is known as a patient safety incident.
Open Disclosure involves the staff in the health and social care service having an open conversation with you and the people you choose to support you (such as your family, carer or friend) about what happened. Open disclosure can take place over one or more discussions.
The Open Disclosure conversation with you will include:
An acknowledgement of what happened and how this has affected you;
- A sincere apology;
- An explanation of the facts that are known about what has happened;
- An opportunity for you to tell your story and to ask questions;
- A discussion about your treatment and care plan going forward;
- Proving information on the steps being taken to manage what has happened and to try to prevent it happening again;
- Agreeing the next steps and how the service plans to support you and continue communication with you.
Open Disclosure and your Rights:
You have a right to:
- have full knowledge about your healthcare and to be informed when things go wrong during your care;
- be communicated with in an honest, open, timely, compassionate and empathic manner;
- be treated with dignity and respect.
- provide feedback or make a complaint without it affecting the way you are treated.
Open Disclosure – You can start the conversation
It is the responsibility of the health service to start the open disclosure conversation with you. However, if you think you have been harmed, you can start the conversation by talking to the staff involved in your care or the health service manager. You can ask to talk to a patient liaison representative. You may also choose to contact an independent advocate to support you with this.
Things you can say to start the conversation:
- “I am worried that something has gone wrong with my care. Who can I talk to about this?”
- “I wasn’t expecting this to happen: I need to speak to someone about this”.
Preparing for an Open Disclosure Meeting
The HSE has developed an information leaflet to assist you to prepare for and participate in an open disclosure meeting; This leaflet “Attending an Open Disclosure Meeting: Information for Patients and Families” is available.
How can I learn more about Open Disclosure?
You can find more information about the HSE Open Disclosure policy, programme and supporting resources.
Learn more about HSE Incident Management.
Other services that provide support
- List of Support Services and Resources for Patients and Service Users following an Incident.
- Independent Advocacy Services.
- How to make a Comment, Compliment or Complaint.
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
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
Your Rights Under the Freedom of Information Act 2014
Under the Freedom of Information Act 2014, you have the right to:
- Access Patient Medical Records and Staff Records held by the National Orthopaedic Hospital Cappagh, which contain personal information relating to you.
- Instruct changes to your personal information if you believe it to be incorrect, incomplete or misleading
- Request and receive an explanation for decisions made by the Hospital that affect you
The National Orthopaedic Hospital Cappagh can limit access to information in certain circumstances. If information is withheld in whole or in part, we will provide an explanation for our refusal to satisfy your request.
If you wish to learn more about your rights under the Freedom of Information Act 2014, click http://www.irishstatutebook.ie/eli/2014/act/30/enacted/en/index.html
Requesting Personal Information
If you would like to access to personal information, please submit your request by email or by post. Requests should:
- state a request is being made under the Freedom of Information Act 2014
- provide comprehensive details to assist file retrieval
- be accompanied by formal identification (copy of passport or driving license)
Contact:
foi@nohc.ie
Postal Address:
Freedom of Information Officer
National Orthopaedic Hospital Cappagh
Cappagh Road
Finglas
Dublin 11
D11 EV29
Timelines
We will acknowledge your application for information under the Freedom of Information Act 2014 within 2 weeks of receipt and we endeavour to supply the information requested within 4 weeks of the date of receipt. Delays can occur if your request pertains to a large number of files or in instances where multiple requests are received simultaneously. In this event, we will notify you of the delay and indicate when you are likely to receive a response to your request.
Requesting information relating to a Deceased Person
Applications for information relating to a deceased person can be submitted by the next of kin or a family member, however, the Hospital can exempt certain information from release if it considers the information to be confidential, commercially sensitive or to contain personal information relating to third parties. The Hospital is also permitted to refuse ambiguous and impractical requests for large volumes of information. In this event, the Freedom of Information Officer may be able to assist you by exploring a more practical approach to information retrieval.
If you wish to request access to information relating to a deceased person, please send an email or letter to the Freedom of Information Officer. Requests should:
- provide comprehensive details to enable file retrieval
- be accompanied by formal identification (copy of passport or driving license)
- confirm your relationship to the deceased person
- include a copy of the death certificate
Contact:
foi@nohc.ie
Post Address:
Freedom of Information Officer
National Orthopaedic Hospital Cappagh
Cappagh Road
Finglas
Dublin 11
D11 EV29
Charges
Requests for Personal Information are free of charge:
If you wish to access Non-Personal Information the following fees apply:
- 0-5 hours file search and retrieval – free of charge
- €20 per hour thereafter, up to a maximum charge of Max €500
- Requests valued in excess of €700 will be refused, however, we may be able to work with you to narrow the scope of your request and associated fees.
Appeal decisions
If your request for information is denied or delayed, or you disagree with the charges for the supply of information or the form of information provision, you can submit an appeal to the Hospitals Internal Reviewer. Appeals must be submitted within 4 weeks of the original decision and sent to:
Postal Address:
Chief Executive Officer
National Orthopaedic Hospital Cappagh
Cappagh Road
Finglas
Dublin 11
D11 EV29
We will complete an internal review and notify you of our decision within three weeks from request.
Note – An application for an internal review that is not completed within three weeks is deemed to be a refusal. The applicant can then proceed to review by the Information Commissioner without waiting for the hospital to communicate its decision
If you remain dissatisfied with the outcome of the internal review, you can seek an independent external review from the Information Commissioner.
Appeals to the Information Commissioner
Appeals to the Information Commissioner must be made in writing within six months and sent to the following address:
The Information Commissioner
6 Earlsfort Terrace
Dublin 2
D02 W773
+353 (01) 6395689
foi@ombudsman.irlgov.ie
Charges for Appeals to the Information Commissioner
- Appeals relating to personal information access are free of charge
- Non-Personal Information Charges €50 (€15 medical cardholder)
Note – The Information Commissioner will advise an applicant of their decision within four months.
Appeal to the High Court
A person affected by a decision of the Information Commissioner may appeal to the High Court on a Point of Law only.
Freedom of Information Decision-Makers
The Decision Makers on FOI requests in The National Orthopaedic Hospital Cappagh are:
- Freedom of Information Officer
- Chief Executive Officer.
- Director of Human Resources / Operations
Can I get access to any information I seek?
Any official information held by public bodies can be sought under the Act. However, in defined circumstances, it will sometimes be necessary to exempt from release certain types of information. These are set out in Section 19-32 of the Act. Some key exemptions are records relating to:
- Personal information (other than information relating to the person making the request)
- Information supplied to the Hospital in confidence
- Law enforcement and public safety
- Commercially sensitive information
- Deliberations of the Hospital
- Functions and negotiations of the Hospital
Hours of Service
Monday – Wednesday: 9.30 am – 1.30 pm
FOI Contact Information
For further information and assistance in making a request under FOI, please contact:
Postal Address:
The Freedom of Information Officer,
National Orthopaedic Hospital,
Cappagh Road
Finglas
Dublin 11
D11 EV29
