How to complain about a residential care service provided by the HSE

The Health Service Executive (HSE) may provide residential care for children who can no longer be cared for by their family in their own home. This may also happen in the case of a children who have been abandoned or orphaned. Where parents are unable to cope due to illness or other problems they may agree to their children being taken into the care of the HSE. This is known as voluntary care.

‘Residential care’ refers to care that can be provided in a home (for children in the care of the HSE) staffed by Care Staff. The home or centre is referred to as a ‘children’s residential centre’.

Care may also be provided by voluntary organisations on a not for profit basis. In recent years, organisations also provide residential care for young people on a for profit basis.

Complaints Officer

If you have a general complaint about HSE residential care, you should first complain to the Complaints Officer for that centre.

You should ask for the contact details of the Complaints Officer from the health centre or from your Local Health Office. You should be able to make your complaint in writing, in person or over the telephone.

The HSE has a complaints procedure called Your Service Your Say. You can expect an update on your complaint within 30 days.

You can find out more in our page on the Your Service Your Say procedures.

Confidential Recipient for Vulnerable Persons

The Confidential Recipient is independent of the HSE. Anyone can make a complaint or raise concerns about the care and treatment of any vulnerable person receiving residential care in a HSE or HSE funded facility.

You can find out more on the HSE website.

Health Service Executive (HSE) review

If you are unhappy with the recommendations made by the Complaints Officer, you can ask for a review from the HSE’s Director of Advocacy or go straight to the Office of the Ombudsman or Ombudsman for Children.

You can find out more in our page on the Your Service Your Say procedures.

Ombudsman for Children / Office of the Ombudsman

If you are not happy with the response from the HSE, and the complaint relates to a child, you can ask the Ombudsman for Children to examine your complaint and how your complaint was handled.

You can find out more in our page on referring a complaint to the Ombudsman for Children.

If the complaint relates to an adult, you can contact the Office of the Ombudsman.

You can find out more in our page on making a complaint to the Office of the Ombudsman.

Concerns about child abuse

Child abuse can include neglect, physical abuse, emotional abuse and sexual abuse.

If you have a conern about child abuse, you should report your concerns immediately to the HSE’s Child Welfare and Protection Services in your area. Each Local Health Office has a social worker on duty.

If you need to report your concerns outside normal office hours (weekends and at night) you should report your concerns immediately to the Garda Síochána.

Find out more in our page on children protection.

 


 

Conas gearán a dhéanamh faoi sheirbhís cúraim chónaithe a eagraíonn FSS

Féadfaidh Feidhmeannacht na Seirbhíse Sláinte (FSS) cúram cónaithe a chur ar fáil do leanaí nach féidir lena dteaghlaigh aire a thabhairt dóibh níos mó ina mbaile féin. D’fhéadfadh sé seo tarlú i gcás leanaí a tréigeadh nó ar dílleachtaí iad. Nuair nach bhfuil tuismitheoirí in ann aire a thabhairt dá leanaí de bharr tinnis nó fadhbanna eile d’fhéadfaidís socrú a dhéanamh go dtógfadh FSS a leanaí isteach i gcúram. Tugtar cúram deonach air seo.

Baineann ‘cúram cónaithe’ leis an gcúram a chuirtear ar fáil in áras (do leanaí faoi chúram FSS) a bhfuil Foireann Cúraim ag obair ann. Glaoitear ‘ionad cónaitheach leanaí’ ar an áras nó ar an ionad.

Féadfaidh eagraíochtaí deonacha cúram a chur ar fáil freisin ar bhonn seachbhrabúsach. Le blianta beaga anuas, tá eagraíochtaí ag cur cúram cónaithe ar fáil do dhaoine óga ar bhonn brabúsach freisin.

Oifigeach Gearán

Má tá gearán ginearálta agat faoi chúram cónaithe FSS, ba chóir duit gearán a dhéanamh leis an Oifigeach Gearán don ionad sin ar dtús.

Ba cheart duit sonraí teagmhála an Oifigigh Ghearán a iarraidh ar an ionad sláinte nó ar d’Oifig Sláinte Áitiúil. Ba chóir duit a bheith in ann do ghearán a dhéanamh i scríbhinn, go pearsanta nó ar an teileafón.

Tá nós imeachta ag FSS ar a dtugtar ‘Do Sheirbhís, Do Bharúil’ Féadfaidh tú a bheith ag súil go bhfaighidh tú an scéal is déanaí faoi do ghearán laistigh de 30 lá.

Is féidir leat tuilleadh a fháil amach inár leathanach maidir le nósanna imeachta, Do Sheirbhís, Do Bharúil.

Faighteoir Rúnda do Dhaoine Leochaileacha

Tá an Faighteoir Rúnda neamhspleách ón FSS. Is féidir le duine ar bith gearán a dhéanamh nó imní a nochtadh faoi chúram agus cóir aon duine atá leochaileach agus a bhfuil cúram cónaithe á fháil acu i saoráid de chuid an FSS, nó i saoráid atá á maoiniú ag an FSS.

Léigh tuilleadh ar láithreán gréasáin an FSS.

Athbhreithniú ar Fheidhmeannacht na Seirbhíse Sláinte (FSS)

Más rud é nach bhfuil tú sásta leis na moltaí a rinne an tOifigeach Gearán, féadfaidh tú iarraidh ar Stiúrthóir Abhcóideachta FSS athbhreithniú a dhéanamh, nó féadfaidh tú féin dul i dteagmháil le hOifig an Ombudsman nó leis an Ombudsman do Leanaí.

Is féidir leat tuilleadh a fháil amach inár leathanach maidir le nósanna imeachta, Do Sheirbhís, Do Bharúil.

Ombudsman do Leanaí / Oifig an Ombudsman

Más rud é nach bhfuil tú sásta leis an bhfreagra ó FSS, agus go mbaineann an gearán le leanbh, is féidir leat iarraidh ar an Ombudsman do Leanaí scrúdú a dhéanamh ar do ghearán agus ar an dóigh a caitheadh le do ghearán.

Is féidir leat níos mó a fháil amach inár leathanach faoi ghearán a chur ar aghaidh chuig an Ombudsman do Leanaí.

Má bhaineann an gearán le duine fásta, féadfaidh tú dul i dteagmháil le hOifig an Ombudsman.

Is féidir leat níos mó a fháil amach inár leathanach faoi ghearán a dhéanamh le hOifig an Ombudsman.

Imní faoi mhí-úsáid leanaí

Áirítear le mí-úsáid leanaí faillí, mí-úsáid chorpartha, mí-úsáid mhothúchánach agus mí-úsáid ghnéasach.

Má tá imní ort faoi mhí-úsáid leanaí, ba chóir duit an imní atá ort a chur in iúl láithreach do Sheirbhísí um Leas agus Chosaint Leanaí FSS i do limistéar. Tá oibrí sóisialta ar dualgas ag gach Oifig Sláinte Áitiúil.

Más gá duit d’imní a chur in iúl taobh amuigh de ghnáthuaireanta oifige (ag an deireadh seachtaine agus san oíche) ba chóir duit d’imní a chur in iúl láithreach don Gharda Síochána.

Faigh amach níos mó inár leathanach faoi chosaint leanaí.


Page last updated: 19 January 2016