How to complain about a public health nursing or community nursing service

Public health nurses in Ireland are employed by Health Service Executive (HSE) to provide a range of health care services in the community. They are usually based in your local health centre and are assigned to cover particular areas of the country. They provide services in schools, in health centres, in day care centres, in community centres and in people’s homes.

Public health nursing teams provide basic nursing care as well as advice and assistance to their patients. They provide planned essential weekend nursing and, in some cases, twilight nursing (this is the service for terminally ill patients). Public health nurses also act as an important point of access for other community care services.

HSE Local Health Offices may employ Health Care Assistants to assist the public health nursing service. Care assistants provide personal care rather than domestic services but there is some overlap between what they do and what home helps do.

Voluntary organisations

Some voluntary organisations provide nursing services to complement or as an alternative to the public health nursing service. Palliative nursing (which is to do with the relief of pain) is provided in some areas by hospice nursing teams. You can arrange palliative nursing in a private capacity directly with a hospice but you will have to pay for private nursing services. You can access public health palliative care nursing through your family doctor (GP) or medical consultant.

If you have a complaint about a service provided by a voluntary organisation, you should make your complaint to that organisation in the first instance.

Complaints Officer

Your first point of contact for a complaint about an aspect of the public health nursing service should be the Complaints Officer for that service.

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.

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.

Office of the Ombudsman / Ombudsman for Children

If you are not happy with the response from the HSE, you can ask the Office of the Ombudsman to examine your complaint and how your complaint was handled.

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

If the complaint relates to a child, you should contact the Ombudsman for Children.

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

The Nursing and Midwifery Board of Ireland

If your complaint is particularly serious, for example, if you feel it involves professional misconduct, you can complain directly to  The Nursing and Midwifery Board of Ireland. The Nursing and Midwifery Board of Ireland is the regulatory body for all registered nurses working in Ireland. If you have already contacted the HSE with your complaint, you should note that the HSE may themselves refer your complaint to The Nursing and Midwifery Board of Ireland if they feel it involves professional misconduct.

You can find out more in our page on making a complaint to The Nursing and Midwifery Board of Ireland.

Help and advocacy

If you would like help making your complaint, you can find a list of organisations that can help in our page on help and advocacy services.

 


Conas gearán a dhéanamh faoi altranas sláinte poiblí nó faoi sheirbhís altranais phobail

Fostaíonn Feidhmeannacht na Seirbhíse Sláinte (FSS) altraí sláinte poiblí chun réimse seirbhísí cúram sláinte a chur ar fáil sa phobal. Bíonn siad lonnaithe i d’ionad sláinte áitiúil de ghnáth agus bíonn limistéir faoi leith den tír faoina gcúram. Cuireann siad seirbhísí ar fáil i scoileanna, in ionaid sláinte, in ionaid cúram lae, i lárionaid phobail agus i dtithe daoine.

Cuireann foirne altranais sláinte poiblí bunchúram altranais ar fáil chomh maith le comhairle agus cúnamh dá n-othar. Cuireann siad altranas riachtanach beartaithe deireadh seachtaine ar fáil agus, i roinnt cásanna, altranas breacsholais (seirbhís é seo d’othair a bhfuil tinneas foirceanta orthu). Pointe rochtana tábhachtach iad altraí sláinte poiblí freisin do sheirbhísí cúraim eile don phobal.

Féadfaidh Oifigí Sláinte Áitiúla FSS Cúntóirí Cúram Sláinte a fhostú chun cabhrú leis an tseirbhís altranais sláinte poiblí. Cuireann cúntóirí cúraim cúram pearsanta ar fáil seachas seirbhísí tí ach tá roinnt forluí idir an méid a dhéanann siadsan agus an méid a dhéanann cúntóirí baile.

Eagraíochtaí deonacha

Cuireann roinnt eagraíochtaí deonacha seirbhísí altranais ar fáil chun cur leis an tseirbhís altranais sláinte phobail nó mar rogha eile uirthi. Cuireann foirne altranais ospíse altranas maolaitheach (a bhaineann le faoiseamh péine) ar fáil i roinnt limistéar. Féadfaidh tú altranas maolaitheach a eagrú go príobháideach go díreach le hospís ach beidh ort íoc as seirbhísí príobháideacha altranais. Féadfaidh tú rochtain a fháil ar altranas cúraim mhaolaithigh sa tseirbhís sláinte poiblí trí do dhochtúir teaghlaigh (DG) nó trí lia comhairleach.

Má tá gearán agat faoi sheirbhís a chuireann eagraíocht dheonach ar fáil, ba cheart duit gearán a dhéanamh leis an eagraíocht sin ar dtús.

Oifigeach Gearán

Más rud é go bhfuil gearán agat faoi ghné éigin den tseirbhís altranais sláinte poiblí, is é Oifigeach Gearán na seirbhíse sin an chéad duine ar cheart duit labhairt leis.

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.

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.

Oifig an Ombudsman / Oifig an Ombudsman do Leanaí

Más rud é nach bhfuil tú sásta leis an bhfreagra ó FSS, is féidir leat iarraidh ar Oifig an Ombudsman 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 Oifig an Ombudsman.

Má bhaineann an gearán le leanbh, ba chóir duit teagmháil a dhéanamh leis an Ombudsman do Leanaí.

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

Bord Altranais agus Cnáimhseachais na hÉireann

Más rud é go bhfuil do ghearán an-tromchúiseach, mar shampla, má mheasann tú go bhfuil mí-iompar gairmiúil i gceist leis, is féidir leat gearán a dhéanamh go díreach leis an mBord Altranais agus Cnáimhseachais na hÉireann. Is é Bord Altranais agus Cnáimhseachais na hÉireann an comhlacht rialála do gach altra atá ag obair in Éirinn. Má tá teagmháil déanta agat cheana féin le FSS maidir le do ghearán, ba chóir duit a thabhairt faoi deara go bhféadfaidh FSS iad féin do ghearán a chur faoi bhráid an Bhoird Altranais agus Cnáimhseachais na hÉireann má mheasann siad go bhfuil mí-iompar gairmiúil i gceist leis.

Is féidir leat níos mó a fháil amach inár leathanach faoi ghearán a dhéanamh leis an mBord Altranais agus Cnáimhseachais na hÉireann.

Cabhair agus abhcóideacht

Dá mba mhaith leat cabhair a fháil le do ghearán a dhéanamh, is féidir leat liosta d’eagraíochtaí ar féidir leo cabhrú leat a fháil inár leathanach maidir le seirbhísí cabhrach agus abhcóideachta.


Page last updated: 18 January 2016