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Complaints

How to make a complaint

A verbal complaint can be made to any member of staff who will endeavour to address any concerns you may have.

The initial point of contact should be with the Manager/Person in charge of the department/ward involved.

In the event that this matter cannot be resolved locally, the matter will be passed to the Quality and Risk Department. A formal complaint can be made to the Complaints Officer in writing or by e-mail.

Quality and Risk Department:

St. Michael’s Hospital
Lower George’s Street Dun Laoghaire
Co. Dublin

A96 P902

Tel:01 6639880

Email: patientfeedback@stmichaels.ie

How the hospital will handle your complaint?

  • On receipt of a written complaint, the Quality and Risk Department will acknowledge your complaint in writing within 5 working days
  • The Complaints Officer will conduct an investigation with the relevant senior personnel
  • In some cases, the person(s) making the complaint may be asked to attend the hospital to meet with the staff involved to further discuss any concerns.
  • Within 30 days of receiving your written complaint, the Quality and Risk Department will write to you with details of the findings of the investigation.
  • In some cases, it may be appropriate to invite the complainant to attend the hospital to meet with some of the relevant managers to discuss the complaint, the investigation process and findings.
  • If the complaint is of a complex nature and requires more than 30 working days to complete, or if there is another reason for a delay in responding to your complaint, the Complaints Officer will advise you in writing that the investigation process will exceed the timeframe.

The appeals process

St. Michael’s Hospital is committed to providing you with a satisfactory outcome in relation to your complaint. However, if you are not satisfied that the hospital has investigated your complaint appropriately, you have the option to appeal for an independent review to:

Ms Sharon Ryan
Chief Executive Officer
St. Michael’s Hospital
Lower Georges Street,
Dun Laoghaire,
Co. Dublin
A96 P902

If you are not happy with the outcome of this review, you may request an independent review of your complaint from the Office of the Ombudsman

Office of the Ombudsman:

Office Of the Ombudsman
6 Earslfort Terrace
Dublin 2
D02 W773

Tel : 016395600
Or click on the ‘Make a complaint link’ at
https://www.ombudsman.ie

Patient Advocacy services

What is the Patient Advocacy Service?

The Patient Advocacy Service provides a free, independent and confidential service to help users of public acute hospitals making or intending to make a formal complaint through the HSE ‘Your Service, Your Say’ complaints process in relation to the care they have received.

You can also make your query online at https://www.patientadvocacyservice.ie/ or by calling the national line 0818 293003

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