Ms Cassie Willis is the complaints officer in 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 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 date of birth
- 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?
Healthcomplaints.ie 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.
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 investigate your case and will keep you informed of progress.
- When the complaints officer has completed their investigation, they will write to you outlining the outcome/findings and any recommendations. On occasion, the complaints officer may recommend a face-to-face meeting with the healthcare staff involved. The complaints officer will organise and attend any such meeting.
What you can do if you are not happy with the complaint response:
Please note, that should you be dissatisfied with this response to your complaint, you have the right to have your complaint reviewed locally or refer it to the ombudsman. In the event you wish to exercise this right of review please contact the below:
Mercy University Hospital
The Ombudsman is fair, independent, and free to use. The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint).
The best way to contact the Ombudsman is by:
• Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
• 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.