How to complain about a private or voluntary nursing home

Many nursing homes are private nursing homes. In effect, residents of private nursing homes have a contract with the nursing home. Sometimes places in private nursing homes are paid for by the Health Service Executive (HSE).

Places paid for by the HSE are often referred to as “contract beds”, “WnVA beds” or “delayed discharge beds”. If your place in a private nursing home is paid for by the HSE, you should use the complaints procedure for public nursing homes.

Voluntary nursing homes are often set up to care for particular groups of people, for example, for members of religious orders. If you wish to complain about a voluntary nursing home, you would use the procedures for private nursing homes.

Complaints Officer in the nursing home

If you have a complaint about the facilities, service or the staff in a private nursing home, you should first complain to the nursing home.

Under law, private nursing homes must have a nominated person* on the staff who will investigate the complaint. If you are unhappy with their response, you can refer your complaint to a second member of staff, known as the independent person*, who will also investigate.

*Nominated Person: A person from the nursing home delegated to investigate complaints in the first instance. This may be the ‘Person in Charge’ or another staff member.

*Independent Person: This may be a Clinical Nurse Manager or the proprietor or another member of staff.  This person will not have been involved in the complaint before.

Both the Nominated Person and the Independent Person can be from the nursing home. In some cases, for example, where there may be a number of nursing homes run by the same company, the person in charge of one nursing home may act as the independent person for another nursing home.

Office of the Ombudsman

If you are not happy with the response from the nursing home you can ask the Office of the Ombudsman to examine your complaint.

Health Information and Quality Authority (HIQA)

If a complaint is not resolved in this way, a complaint can be sent to the Health Information and Quality Authority (HIQA).

HIQA inspects nursing homes against the National Quality Standards for Residential Care Settings for Older People in Ireland to see if they are safe and that the residents are cared for properly.

HIQA makes sure standards are followed in all nursing homes, private and public.

If you have a concern about the staff, facilities or service in a nursing home, HIQA will listen to your concern and may inspect the nursing home as a result. If you are unhappy with how the nursing home handled your complaint, HIQA may also review their complaints procedures.

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

Professional bodies

Your complaint about a nursing home may be to do with a particular professional, for example a doctor or a nurse. In these cases you can also take a complaint to the professional body repsonsible for regulation in the area, for example, the Medical Council for doctors and The Nursing and Midwifery Board of Ireland for nurses.

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.

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 theach altranais príobháideach nó deonach

Is tithe altranais príobháideacha cuid mhaith de na tithe altranais. I ndáiríre, tá conradh ag cónaitheoirí na dtithe altranais príobháideach leis an teach altranais. Uaireanta, íocann Feidhmeannacht na Seirbhíse Sláinte (FSS) as áiteanna i dtithe altranais príobháideacha.

Tugtar “leapacha conartha”, “leapacha WnVA” nó “leapacha scaoilte moillithe” go minic ar áiteanna a n-íocann FSS astu. Má íocann FSS as d’áit i dteach altranais príobháideach, ba chóir duit úsáid a bhaint as an nós imeachta gearán do thithe altranais phoiblí.

Bunaítear tithe altranais deonacha go minic chun cúram a thabhairt do ghrúpaí daoine áirithe, mar shampla, do bhaill d’oird chreidimh. Más mian leat gearán a dhéanamh faoi theach altranais deonach, bhainfeá úsáid as na nósanna imeachta le haghaidh tithe altranais príobháideacha.

Oifigeach Gearán sa teach altranais

Má tá gearán agat faoi na saoráidí, faoin tseirbhís nó faoi na baill foirne i dteach altranais príobháideach, ba chóir duit gearán a dhéanamh leis an teach altranais ar dtús.

De réir an dlí, ní mór duine ainmnithe* a bheith ar an bhfoireann i dtithe altranais príobháideacha, duine a dhéanfaidh imscrúdú ar an ngearán. Más rud é go bhfuil tú míshásta lena bhfreagra, is féidir leat do ghearán a chur faoi bhráid dara baill foirne, duine ar a dtugtar duine neamhspleách* agus a dhéanfaidh imscrúdú freisin.

*Duine Ainmnithe: Duine as an teach altranais atá ainmnithe chun imscrúdú a dhéanamh ar ghearáin ar an gcéad dul síos. D’fhéadfadh an ‘Duine atá i gCeannas’ nó aon bhall foirne eile a bheith i gceist anseo.

*Duine Neamhspleách: D’fhéadfadh Bainisteoir Altraí Cliniciúla nó an dílseánach nó ball foirne eile a bheith i gceist anseo. Ní fhéadfaidh aon bhaint a bheith ag an duine seo leis an ngearán roimhe seo.

Is féidir leis an Duine Ainmnithe agus leis an Duine Neamhspleách araon a bheith ón teach altranais. I gcásanna áirithe, mar shampla, nuair a d’fhéadfadh go mbeadh roinnt tithe altranais á reáchtáil ag an gcuideachta chéanna, d’fhéadfadh an duine atá i gceannas ar theach altranais amháin gníomhú mar dhuine neamhspleách do theach altranais eile.

Oifig an Ombudsman

Mura bhfuil tú sásta leis an bhfreagra a fuair tú ón teach altranais, is féidir leat iarraidh ar Oifig an Ombudsman an gearán a scrúdú.

An tÚdarás um Fhaisnéis agus Cáilíocht Sláinte

Más rud é nach réitítear an gearán ar an mbealach seo, is féidir gearán a sheoladh chuig an Údarás um Fhaisnéis agus Cáilíocht Sláinte (ÚFCS).

Déanann ÚFCS iniúchadh ar thithe altranais i gcoinne na gCaighdeán Náisiúnta Cáilíochta maidir le Suímh Chúraim Chónaithigh do Dhaoine Scothaosta in Éirinn le feiceáil cé acu an bhfuil nó nach bhfuil siad sábháilte agus cé acu an dtugtar nó nach dtugtar aire do na cónaitheoirí mar is ceart.

Áirithíonn ÚFCS go leantar caighdeáin i ngach teach altranais, príobháideach agus poiblí.

Más rud é go bhfuil cúis imní agat faoi na baill foirne, faoi na saoráidí nó faoin tseirbhís i dteach altranais, éistfidh ÚFCS le do chúis imní agus d’fhéadfadh sé iniúchadh a dhéanamh ar an teach altranais mar thoradh air. Más rud é go bhfuil tú míshásta leis an dóigh ar chaith an teach altranais le do ghearán, d’fhéadfadh ÚFCS athbhreithniú a dhéanamh ar a gcuid nósanna imeachta gearán freisin.

Is féidir leat tuilleadh a fháil amach inár leathanach maidir le himní a chur in iúl do ÚFCS.

Comhlachtaí gairmiúla

D’fhéadfadh gairmí ar leith, mar shampla, dochtúir nó altra, a bheith i gceist le do ghearán faoi theach altranais. Sna cásanna sin, is féidir leat gearán a dhéanamh freisin leis an gcomhlacht gairmiúil atá freagrach as rialáil sa cheantar, mar shampla, Comhairle na nDochtúirí Leighis do dhochtúirí agus an Bord Altranais agus Cnáimhseachais na hÉireann agus Cnáimhseachais na hÉireann d’altraí.

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.

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: 12 October 2015