Written answers

Tuesday, 10 February 2015

Department of Health

Hospital Complaints Procedures

Photo of Áine CollinsÁine Collins (Cork North West, Fine Gael)
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450. To ask the Minister for Health the options available to patients (details supplied) who are dissatisfied with their care. [5914/15]

Photo of Leo VaradkarLeo Varadkar (Dublin West, Fine Gael)
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I believe that it is generally best that complaints are dealt with locally when they occur and all efforts made to resolve them with the patient or person who has the complaint. There are a number of options open to individuals to make a complaint about the health services at present. Part 9 of the Health Act 2004 states that a person has the right to complain about any action of the Health Service Executive (HSE) or a service provider that they believe was not fair or had an adverse affect on them. The HSE has appointed designated Complaints Officers to ensure the effective management of complaints throughout their relevant areas of responsibility. The HSE actively encourages and promotes consumer feedback and links with customers on a regular basis to ensure that the complaint handling processes are effective, are being communicated and are achieving outcomes that are satisfactory to the consumers. The HSE continues to seek improvements in its complaint handling ability and capacity in order to respond to the needs of patients.

If an individual is unhappy with the way in which his/her complaint was dealt with the National Advocacy Unit of the HSE will appoint an independent officer to review the complaint. If an individual is still unhappy with the outcome of this process he/she can request an independent review of the complaint from the Office of the Ombudsman or Ombudsman for Children.

Healthcomplaints.ie is an on-line information service which was developed by the Office of the Ombudsman in cooperation with a number of organisations including my Department and the HSE. This service provides information on how to make a complaint or give feedback about health and social care services in Ireland. This 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.

Furthermore, if an individual is unhappy with the level of care provided by a regulated health service professional such as a doctor, nurse or other healthcare professional, he/she may make a complaint to that employee's professional regulatory body.

I believe that it is paramount that both patients and their families raise queries or complaints and that they feel that those complaints will be listened to and acted upon.

Finally, it is not possible for me to answer the specific queries raised by the Deputy based on the details supplied. However, l will say that it is a basic tenet of medical practice that all medical procedures carried out require the full and informed consent of the patient.

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