Brian Stanley (Laois, Independent)
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382. To ask the Minister for Health the reason HIQA do not have a direct complaints service line for families of older people in nursing homes; and if she will make a statement on the matter. [31245/25]

Jennifer Carroll MacNeill (Dún Laoghaire, Fine Gael)
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Under the Health Act 2007, HIQA is unable to investigate individual complaints about a health or social care service. However, HIQA can use feedback to establish if a service is safe, effective, caring, and well managed.

All information received by HIQA is reviewed to determine if it pertains to the care of residents and the operation of designated centres. Information which pertains to HIQA’s regulatory framework and the care and welfare or safety of residents is used to inform the regulation of designated centres. Information that does not fall within HIQA’s regulatory framework will, if appropriate, be referred to other regulators such as the Health and Safety Authority.

HIQA has a dedicated phone line and email address for those wishing to give feedback, good or bad, about the care or support in a health or social care service. The phone number is 021 240 9646 and the email address is concerns@hiqa.ie. A booklet which has further information about providing feedback on residential services for older persons is available on HIQA’s website.