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 Complaints Officer. A formal complaint can be made to the Complaints Officer in writing or by e-mail.
St. Michael’s Hospital
Lower George’s Street Dun Laoghaire
How the hospital will handle your complaint?
- On receipt of a written complaint, the Complaints Officer 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 Complaints Officer 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:
Group Director of Quality and Patient Safety
Ireland East Hospital Group
c/o Mater Misericordia University Hospital
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:
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