How to make a general complaint about a disability service in Ireland

Complaints Officer in the Disability Service

If you have a complaint about a disability service operating in either a HSE or a voluntary agency, you should first complain to the agency itself where possible.

Most agencies have a Complaints Officer who will take your complaint in person, over the phone or in writing. You can find out the contact details for the Complaints Officer through the agencies main phone number.

Complaints Officer

If you wish to complain about a disability service operating from a HSE health centre, your first point of contact for a complaint 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.

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.

Office of the Ombudsman / Ombudsman for Children

If you are not happy with the response from the HSE, and the complaint relates to an adult, 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.

Health Information and Quality Authority (HIQA)

HIQA is responsible for the regulation of residential and residential respite services for children and adults with disabilities provided by the Health Service Executive (HSE), private organisations or voluntary bodies. HIQA inspects and monitors using the National Standards for Residential Services for Children and Adults with Disabilities and the Regulations, which set out what the standards of care should be. You can find out more about HIQA’s regulation of disability services in their public-friendly guidebook. If you have a concern about the service, HIQA will listen to your concern and may inspect the service as a result.

You can find out more in our page on raising a concern with HIQA.

Professional Bodies

Your complaint about a disability service may be to do with a particular professional, for example a doctor, a nurse a social care worker. In these cases you can also take a complaint to the professional body responsible for regulation in the area, for example, the Medical Council for doctors and The Nursing and Midwifery Board of Ireland for nurses, Corú for Social Care Workers.

Find out more in our page on complaining to the Medical Council.

Find out more in our page on complaining to The Nursing and Midwifery Board of Ireland.

Find out more in our page on complaining to Corú (Health and Social Care Professionals Council)

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 sheirbhís míchumais in Éirinn

Oifigeach Gearán sa tSeirbhís Míchumais

Má tá gearán agat faoin tseirbhís míchumais atá á cur ar fáil in ospidéal FSS nó in ospidéal deonach ba chóir duit gearán a dhéanamh leis an ospidéal ar dtús.

Oifigeach Gearán ag an gcuid is mó de na gníomhaireachtaí a ghlacfaidh do ghearán go pearsanta, ar an teileafón nó i scríbhinn. Is féidir leat sonraí teagmhála an Oifigigh Ghearán a fháil trí ghlaoch ar phríomhuimhir theileafóin na gníomhaireachta.

Oifigeach Gearán

Más rud é go bhfuil gearán agat faoi sheirbhís míchumais atá á soláthar ó ionad sláinte FSS, ba cheart duit gearán a dhéanamh le hOifigeach Gearán na seirbhíse 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.

Oifig an Ombudsman / Oifig an Ombudsman do Leanaí

Más rud é nach bhfuil tú sásta leis an bhfreagra ó FSS agus má bhaineann an gearán le duine fásta, is féidir leat iarraidh ar Oifig an Ombudsman scrúdú a dhéanamh ar do ghearán agus ar an dóigh ar caitheadh leis.

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.

An tÚdarás um Fhaisnéis agus Cáilíocht Sláinte

Tá caighdeáin náisiúnta cháilíochta forbartha ag an ÚFCS: Seirbhísí cónaitheacha do dhaoine faoi mhíchumas Leagann siad sin síos cad ba cheart a bheith i gceist le seirbhís ardcháilíochta, slán do dhaoine faoi mhíchumas i seirbhís chónaitheach.

Tá cóip de na caighdeáin sin agus tuilleadh faisnéise ar fáil ar láithreán gréasáin ÚFCS.

Comhlachtaí Gairmiúla

D’fhéadfadh gairmí ar leith, mar shampla, dochtúir nó altra nó oibrí cúraim shóisialta, a bheith i gceist i do ghearán faoi sheirbhís míchumais. Sna cásanna sin, is féidir leat gearán a dhéanamh freisin leis an gcomhlacht gairmiúil atá freagrach as rialáil an réimse sin, mar shampla, Comhairle na nDochtúirí Leighis i gcás dochtúirí, an Bord Altranais agus Cnáimhseachais na hÉireann agus Cnáimhseachais na hÉireann i gcás altraí agus Corú i gcás Oibrithe Cúraim Shóisialta.

Faigh amach níos mó inár leathanach faoi ghearán a dhéanamh le Comhairle na nDochtúirí Leighis.

Faigh amach níos mó inár leathanach faoi ghearán a dhéanamh leis an mBord Altranais agus Cnáimhseachais na hÉireann.

Faigh amach níos mó inár leathanach faoi ghearán a dhéanamh le Corú (An Chomhairle um Ghairmithe Sláinte agus Cúraim Shóisialaigh)

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: 19 January 2016