How do you make a hospital complaint? Advice from Kildare Citizens Information

Question: I was in hospital recently and I was not happy with my experience there. When I complained to the nurse in charge I wasn’t satisfied with the response. How can I take my complaint further?

Answer: The Health Service Executive (HSE) has a complaints system, called Your service your say, that you can use to make a complaint about your experience of a service provided by the HSE or on behalf of the HSE.

If you want to make a complaint about a public hospital to the HSE, you can get support from the new Patient Advocacy Service to help you make your complaint.

The Patient Advocacy Service is fully independent of the HSE. It is a free and confidential service that provides information and support to people who want to make a formal complaint about an experience they have had in a public acute hospital.
The Patient Advocacy Service provides support by phone helpline, on 0818 293003, and on its website, patientadvocacyservice.ie, where you can find information and a contact form.

The service can explain how to make a formal complaint, including what you should include in your complaint and how to write it. If there is a delay with the processing of the complaint or if you are not satisfied with the outcome, the Patient Advocacy Service can give you information about your options.

Further information is available from citizensinformation.ie and the Citizens Information Phone Service on 0761 07 4000. Information is also available from your local Citizens Information Office at: Newbridge CIC, Cutlery Road, Newbridge, tel: 0761 07 8300; Naas CIC, Basin Street, Naas; tel: 0761 07 8280.