Complaints:
Ms. Cassie Willis is the complaints officer for the Mercy University Hospital and the operational management of the complaints process is assigned to the Quality and Risk Management Department
How to make a formal Complaint.
If it hasn't been possible to resolve your concerns locally, you have the option to make a formal complaint in writing.
- You can send your complaint by letter to Complaints Officer, Quality and Risk Management Department, Mercy University Hospital, Grenville Place, Cork City. or by email to This email address is being protected from spambots. You need JavaScript enabled to view it. or by using our online form. To submit your complaint online using our only form please Click Here
- You should do this as soon as possible. The timeframe for making a complaint is 12 months after the event (or within 12 months of becoming aware that you have cause to complain).
What should be included in a formal complaint?
We suggest you give the following information when you are making a formal complaint.
- Your name, contact details and your medical record number (if you known)
- A postal address for correspondence
- Your email address and telephone number, if you would like to be contacted in these ways
- A summary of your complaint
If you are making a complaint on behalf of a family member/partner/friend etc, please provided:
- Written consent from the person who wishes to complaint
- Their name, contact details and date of birth
- A postal address for correspondence
- A summary of your complaint
Below are some of the key areas that you should include in your summary of the complaint.
- What happened?
- Who was involved?
- When did it happen?
- Where did it happen?
- How did it happen?
- Why did it happen?
- What is your desired outcome?
Citizens Information provides information on how to make a complaint or give feedback about health and social care services in Ireland. This link also provides information on independent advocacy services.
Please see below a list of additional supports available to you
Patient Advocacy Service - Free, Independent and Confidential Patient Advocacy
What happens after you make a formal complaint
- Your complaint will be reviewed by the complaints officer
- The complaints officer will acknowledge your complaint within five working days of receiving it. They will assess your complaint and identify all the key issues raised. The complaints officer will then examine your case and will keep you informed of progress.
- When the complaints officer has finished their examination, they will write to you outlining the outcome/findingsthe complaints officer has completed their investigation, they will write to you outlining the outcome/findings.
- The complaints officer will set out what actions (if necessary) the Mercy University Hospital will take when our service has fallen below the expected standard.
On occasion, the complaints officer may recommend a face-to-face meeting with the healthcare professionals involved. The complaints officer will organise and attend the meeting to support you.
What can you do if you are not happy with your complaint investigation/response?
Please note, that should you be dissatisfied with the response you receive to your complaint, you have the right to have your complaint to be reviewed internally by the Mercy University Hospital Review Officer, Ms. Anna Higgins. In the event you wish to exercise this right of review please contact the below:
Anna Higgins
Review Officer
Complaints Office
Mercy University Hospital
Grenville Place
Cork
This email address is being protected from spambots. You need JavaScript enabled to view it.
However, if you remain unhappy with our response (from the Complaints Officer and/or Review Officer) then you can refer your complaint to the Office of the Ombudsman.
The Ombudsman is fair, independent, and free to use. The Ombudsman will ask you for details of your complaint and a copy of the response letter/email (findings of your complaint and/or review of your complaint) you received
The best way to contact the Ombudsman is by:
• Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
• Calling the Ombudsman on 01 639 5600 if you have any queries.
