Concerns

Definition of a Complaint versus a Concern

A complaint may be defined as an expression of dissatisfaction about a service which requires a response by the provider. A concern is a piece of information given to HIQA which may be an indicator of the standard of care in a designated centre. 

If you have a complaint about a service, you should in the first instance contact the provider (owner/operator of that service) who is required under The Health Act 2007 to have a clear and user friendly complaints procedure in place.

 In the Health Information and Quality Authority we receive concerns in relation to social care services and also in relation to healthcare services.

Healthcomplaints.ie

www.healthcomplaints.ie provides information on how to make a complaint or give feedback about health and social care services in Ireland. It includes information on how to complain to service providers, Ombudsmen and professional Regulators. It also includes information on how to raise concerns with  Regulators such as the Health Information and Quality Authority or the Mental Health Commission. Finally, the website provides detail on advocacy services that will help you make a complaint. The website has been developed for people who use health and social care services in Ireland, as well as for their families, care-givers and advocates.

Complaints or Concerns about Nursing Homes

The Health Act 2007 and the National Quality Standards for Residential Care Settings for Older People in Ireland set out what the provider should do to help residents and their relatives give feedback when they are unhappy with an aspect of the service. In addition, HIQA expects providers to understand that it is not always easy to make a complaint or discuss a concern, especially when people are in vulnerable situations. It is up to the provider to find ways of enabling people to express concerns without fearing any consequences. The provider has a legal duty to investigate complaints.

Notifying the Health Information and Quality Authority of a concern – what you can expect

We welcome information about any designated centre. While we do not have the power to investigate individual complaints, we do evaluate whether the information indicates non-compliance with the Health Act 2007 (Care and Welfare of Residents in Designated Centres for Older People) Regulations 2009, as amended.

Where a concern is outside our remit, such as a concern regarding funding, we will advise you of the best direction to take. The provider has a responsibility to make sure all residents are safe and properly looked after.

All information received by us will be evaluated against the regulations and standards. We will record the information and let the resident or relative know what the next steps will be. The next steps will depend on the seriousness of the concern. Where residents are found to be at risk, we will take appropriate action. Further information on our concerns process is available from www.hiqa.ie.

Complaints or Concerns about Healthcare Services

Under the Health Act 2007, HIQA does not have the power to deal with individual complaints in relation to services provided by the HSE. Each service provider has a legal responsibility to respond to complaints themselves. HSE’s Your Service Your Say.

While HIQA cannot investigate your individual complaint for you, your experience of the health service is an invaluable source of information for us and we would like to hear about your experience. This is because we believe involving people who use the health services in everything we do will help improve them for everyone.

If there is a serious risk to the health and welfare of service users we may undertake, or be required by the Minister for Health to undertake, an investigation into the safety, quality and standard of healthcare services.

How to advise HIQA of your concern

You can telephone, email or write a letter.

If your complaint or concern is of a social care nature you can contact social care concerns:

Address: Chief Inspector of Social Services, Health Information and Quality Authority, George's Court, George's Lane, Dublin 7.

Email:ssiconcerns@hiqa.ie,

Telephone: 021 240 9646

Healthcare Concerns

If your complaint or concern is of a healthcare nature, you can contact healthcare concerns:

Address: Healthcare Quality and Safety Directorate, Health Information and Quality Authority, George’s Court, George’s Lane, Dublin 7

Email:qualityandsafety@hiqa.ie,