Case studies

Case study 1

Mary is very unhappy with how her mother is being treated in a HSE nursing home. Her mother is not given the assistance she requires to feed herself every day and has lost a lot of weight since she entered the nursing home 6 months ago. One of the nurses is very rude and often causes her mother great upset. The Doctor who treats her Mum seemed confused about her medication he visited her last week. This is not the first time this has happened.

Mary has a number of options available to her:

  1. Mary should first raise her complaints with the nursing home itself and perhaps the particular nurse and doctor.
  2. If Mary is not happy with the response, she can request a review in writing from the HSE Director of Advocacy, Oak House, Millennium Park, Naas, Co. Kildare or email yoursay@hse.ie.
  3. Mary may also wish to raise her concern with the Health Information and Quality Authority (HIQA) at 021 240 9646 or email ssiconcerns@hiqa.ie so that they will be aware of her experience when inspecting the nursing home.
  4. Mary may also wish to lodge a complaint against the particular nurse with The Nursing and Midwifery Board of Ireland at 01 639 8500 or email ftp@nmbi.ie or against the doctor to the Medical Council at 01 498 3100 or email info@mcirl.ie.
  5. If Mary needs assistance to pursue her complaints she should contact an advocacy organisation.
  6. Finally, if Mary does pursue her complaint with the HSE and is unhappy with the response, she can contact the Ombudsman at 1890 223 030 / 01 639 5600 or email ombudsman@ombudsman.gov.ie

 

Case study 2

My husband died in an acute public hospital. His experience was terrible. He was given the news that he was going to die in a busy ward, with other people on the ward listening. He was on his own and too shocked and upset to ask questions. He was in a lot of pain and the medication he was given did not work. In his final few hours, my children and I had to all crush around his bed, we asked for a single room but none was available. When he died, no-one offered condolences to us. We were very upset.

  1. If you can, you should first talk to the Nurse Manager on the ward and maybe the Consultant who was treating your husband.
  2. If you are not happy with their response, you can request a review in writing from the HSE Director of Advocacy, Oak House, Millennium Park, Naas, Co. Kildare or email yoursay@hse.ie.
  3. If you are not happy with their response, you can contact the Ombudsman at 1890 223 030 / 01 639 5600 or email ombudsman@ombudsman.gov.ie.
  4. If you felt the care provided by specific nurses or doctors was very unacceptable, you should contact The Nursing and Midwifery Board of Ireland at 01 639 8500 or email ftp@nmbi.ie or the Medical Council at 01 498 3100 or email info@mcirl.ie.
  5. If you feel you would like independent assistance or advocacy in making your complaint, you may be able to get this. Contact an advocacy organisation for more information.

 

Case study 3

I work in a private nursing home and I am very upset at what is going on there. Residents are not treated well at all. Residents are neglected, they are left in bed, there are no activities, carers are giving out the medication. When HIQA announce an inspection, everything is shipshape, but as soon as they leave, standards fall again and staffing levels drop. What can I do? I work there and don’t want to lose my job, I cannot complain or the Manager will let me go.

Private Nursing homes are inspected by HIQA. HIQA have an information line where they will listen to what people have to say and they may use this information to prompt another inspection, possibly unannounced. You should contact HIQA at 021 240 9646 or email ssiconcerns@hiqa.ie.

  1. Another option is to make a protected disclosure.
  2. If you feel you would like independent assistance or advocacy in making your complaint, you may be able to get this. Contact an advocacy organisation for more information.

 

Case study 4

Mark attended a large teaching hospital, following referral from his GP (family doctor). He has had a mole on his left calf for some time, which had recently starting to change colour. His wife Anne noticed the changes and made sure he went to his GP.  His GP referred him to the local hospital to have the mole removed.  The hospital removed the mole and carried out some testing on the tissue. The results came back stating it was a Malignant Melanoma. This is an aggressive form of cancer and needs immediate attention. Mark was booked into hospital to have further testing and surgery.

However, the hospital he attends has an extremely busy Emergency Department and he had had his bed cancelled on 3 occasions. He was extremely anxious about the impact of his delayed admission to hospital. His GP was also pressing to get Mark into hospital to get the procedure completed as soon as possible. Mark and Anne have had a very anxious time as they are very unhappy about the delays and worried about Mark’s health.

Who can they raise their concerns about with? Mark has a number of options available to him.

  1. Mark  needs to raise the concern with the hospital themselves.  This can be done through the hospitals Complaints Officer.
  2. If Mark is not happy with the response, he can request a review in writing from the HSE Director of Advocacy, Oak House, Millennium Park, Naas, Co. Kildare or email yoursay@hse.ie.
  3. Mark may also wish to raise his concern with his GP and the Consultant involved in his care, to lobby the hospital on his behalf.
  4. If Mark needs assistance to pursue his complaints he should contact an advocacy organisation for more information.
  5. Finally, if Mark  does pursue his complaint with the HSE and is unhappy with the response, he can contact the Ombudsman at 1890 223 030 / 01 639 5600 or email ombudsman@ombudsman.gov.ie.

 

Case Study 5

Barbara attended her GP with concerns about a cough that will not go away. She is 50 years old, gave up cigarettes 10 years ago and has had no previous health problems. Following a check up, her GP refers her to the local hospital to have a number of tests. Barbara attended her hospital, had a test and the results were sent back to her GP. On her next visit to her GP, he said the results were nothing to worry about.  Over the next 6 months the cough persists, she loses weight, is tired and does not feel well. Barbara, while not feeling great, is reassured that her series of tests were clear. Eventually she returns to her GP.

Her GP refers her to the hospital again where the tests show that she has lung cancer. She is very upset.  When meeting with the Consultant’s team it is clear that the test results sent to the GP in the first instance stated that she needed to return to the hospital for further tests.

Who can Barbara raise her complaints with?

  1. Barbara needs to raise her concern with the GP to see why she was not asked to return to the hospital.
  2. If not satisfied with the answers, she may choose to make a complaint about the GP to the Medical  Council: 01 498 3100 or email info@mcirl.ie. The Medical Council will review the complaint and decide  how to proceed. If there is a complaint to answer, a public hearing will be held to review the doctor’s behaviour.
  3. If Barbara had a medical card she could make a complaint about her GP to the HSE complaints officer for the area.
  4. If she is not happy with the response, she can request a review in writing from the HSE Director of Advocacy, Oak House, Millennium Park, Naas, Co. Kildare or email yoursay@hse.ie.
  5. If Barbara had a medical card she could also contact the Ombudsman if she is unhappy with how her complaint was managed by the HSE. The Ombudsman can be reached at 1890 223 030 / 01 639 5600 or email ombudsman@ombudsman.gov.ie.

 

Case study 6

Peter is 32 and suffered a serious physical disability in a car crash 5 years ago. He is not able to look after himself anymore and he is now living in a residential setting run by a voluntary agency that is funded by the HSE. He is very unhappy and has tried to complain but management are not listening to him. He hates his accommodation. It is in a very isolated setting, miles from family and friends and all the other residents are elderly. Peter was promised a PA (Personal Assistant), but the assistant never materialised, so while his basic care needs are met, he cannot get out and about and have a social life like other people his age. The agency has very strict visiting arrangements and very few suitable activities for Peter. He feels like he has no control over his life and what he does with his day.

Peter has a number of options open to him:

  • Peter has already complained to local management and is unhappy with the response so he can request a review in writing from the HSE Director of Advocacy, Oak House, Millennium Park, Naas, Co. Kildare or email yoursay@hse.ie.
  • If Peter is not happy with the response he receives from the HSE, he can contact the Ombudsman at 1890 223 030 / 01 639 5600 or email ombudsman@ombudsman.gov.ie.
  • If Peter would like independent assistance or advocacy in making his complaint, he may be able to get this. He could contact an advocacy organisation for more information.
  • HIQA have responsibility for standards in residential settings for people with disabilities. Peter may wish to raise his concerns with HIQA at 021 240 9300 or email info@hiqa.ie.

 

Case study 7

Mary, aged 6 needed to be seen by her GP as she was feeling very unwell. She and her Mum, Anne, are medical card holders. Her Mum rang for an appointment that day or the next day, but was told there was none available until three days later. Her Mum explained that her daughter was very sick and needed to be seen quickly. She was told to go to A/E if it was urgent. Her Mum said that she did not think A/E was required, but would appreciate a cancellation for the doctor if one became available. The surgery promised to ring her if an appointment became available, but she received no call. After 3 days she attended the GP fir the agreed appointment. Her daughter was feeling worse and the mother complained to the doctor immediately that her daughter had to wait so long. The GP got very angry and said she could move to another GP and he refused to assess her daughter. He said that she did not look very sick and he left the office.

Anne and Mary have a number of options available to them:

  • Anne can complain directly to the GP at his practice address
  • If unhappy with his response, she can complain to the HSE (Local Health Office, Complaints Officer) or she could email yoursay@hse.ie.
  • If unhappy with the HSE’s response, she can complain to the Ombudsman for Children (see oco.iefor full details)
  • If Anne had serious concerns about the GP’s conduct she could contact the Medical Council ( ph. 01 498 3100 or email info@mcirl.ie.)
  • Anne may wish to seek independent advocacy and support to pursue her complaint. See our document on advocacy organisations.

 

Case study 8

John, aged 76, has private health insurance and attended a private hospital for surgery on his hip. After the surgery he failed to recover quickly and after several days he was informed that he had MRSA. He was very upset by this and complained to the Nurse Manager on his ward. She was very defensive and hostile and said that he could have had MRSA on admission and the hospital could not take responsibility for it. John said that he had seen very little evidence of proper cleaning of the facilities during his admission and that nurses did not wash their hands between patients, and they did not wera gloves or aprons once his MRSA was identified, but she denied this was the case and suggested that perhaps he should be discharged sooner rather than later as he would recover more speedily at home. John was discharged two days later on strong anti-biotics that made him feel very unwell. The Public Health Nurse that the Nurse Manager had promised would call to him within 24 hours never arrived. When he contacted his local health centre, he was told a referral had not been sent from the hospital.

John has a number of options:

  • John can complain to the Manager of the Private Hospital.
  • If unhappy with the Manager’s response, he can ask for an internal review of how his complaint was handled (this may or may not be available in the private sector).
  • John can raise his concern regarding infection control and hygiene with HIQA ph. 021 240 9300 or email info@hiqa.ie.
  • If John has a serious concern about the Nurse Manager he could talk to The Nursing and Midwifery Board of Ireland. Ph. 01 639 8500 or email ftp@nmbi.ie.
  • John may wish to seek independent advocacy and support to pursue his complaint. See our document on advocacy organisations.

 


Cás-staidéir

Cás-staidéar 1

Níl Mary sásta ar chor ar bith leis an gcúram atá á thabhairt dá máthair i dteach altranais de chuid FSS. Níl an cúnamh riachtanach á thabhairt dá máthair chun go mbeidh sí in ann í féin a chothú gach lá. Tá meáchan mór caillte aici ó chuaigh sí isteach sa teach altranais 6 mhí ó shin. Tá duine de na haltraí an-mhímhúinte agus is minic a chuireann sí as go mór dá máthair. Nuair a thug an dochtúir a thugann aire dá máthair cuairt uirthi an tseachtain seo caite ba chosúil go raibh mearbhaill air faoin réim cógas a bhíonn aici. Níorbh é sin an chéad uair ar tharla sé sin.

Tá roinnt rudaí is féidir le Mary a dhéanamh:

1.D’fheadfadh sí gearán a dhéanamh le lucht an tí altranais féin agus b’fhéidir leis an altra agus leis an dochtúir.
2.Mura mbíonn sí sásta leis an bhfreagra a fhaigheann sí, féadfaidh sí athbhreithniú i scríbhinn a iarraidh ó Stiúrthóir Abhcóideachta FSS, Oak House, Millennium Park, An Nás, Co. Chill Dara nó ríomhphost yoursay@hse.ie
3.B’fhéidir gur mian le Mary an t-ábhar imní atá aici a tharraingt anuas leis an Údarás um Fhaisnéis agus Cáilíocht Sláinte (ÚCES) ag 021 240 9646 nó ríomhphost ssiconcerns@hiqa.ie chun go mbeidh siad ar an eolas faoinar tharla dá máthair nuair a dhéanfaidh siad cigireacht ar an teach altranais.
4.Lena chois sin b’fhéidir gur mian le Mary gearán a dhéanamh faoin altra áirithe sin leis an mBord Altranais ag 01 639 8500 nó ríomhphost ftp@nmbi.ie nó in aghaidh an dochtúra le Comhairle na nDochtúirí Leighis ag 01 498 3100 nó ríomhphost info@mcirl.ie.
5.Má tá cabhair uaithi chun gearáin a dhéanamh ba cheart di dul i dteagmháil le heagraíocht abhcóideachta.
6.Sa deireadh thiar, más mian le Mary leanúint dá gearán le FSS agus mura mbíonn sí sásta leis an bhfreagra a fhaigheann sí féadfaidh sí dul i dteagmháil leis an Ombudsman ag 1890 223 030 nó ríomhphost ombudsman@ombudsman.gov.ie

 

Cás-staidéar 2

Fuair m’fhear céile bás in ospidéal poiblí géarmhíochaine. B’uafásach an chaoi ar caitheadh leis ann. Insíodh dó i mbarda gnóthach go raibh an bás i ndán dó agus chuala daoine eile sa bharda é freisin. Bhí sé ina aonar ag an am agus baineadh croitheadh chomh mór sin as agus bhí sé chomh corraithe sin dá bharr nach raibh sé in ann aon cheist a chur. Bhí pian mhór air agus níor leigheas an cógas a tugadh dó í. B’éigean dom féin agus do mo leanaí muid féin a bhrú isteach timpeall na leapa nuair nach raibh ach cúpla uair fágtha aige. D’iarramar go dtabharfaí seomra singil dó ach ní raibh aon cheann le fáil. Níor ghabh aon duine a gcomhbhrón linn nuair a fuair sé bás. Bhíomar trína chéile ar fad.

1.Ba cheart duit labhairt leis an mbainisteoir altranais ar an mbarda ar an gcéad dul síos más féidir leat é sin a dhéanamh agus b’fhéidir go bhféadfá labhairt freisin leis an gComhairleach a bhí ag cóireáil d’fhir chéile.
2.Mura mbíonn tú sásta leis an bhfreagra a thugann siad duit, féadfaidh tú athbhreithniú i scríbhinn a iarraidh ó Stiúrthóir Abhcóideachta FSS, Oak House, Millennium Park, An Nás, Co. Chill Dara nó ríomhphost yoursay@hse.ie
3.Mura mbíonn tú sásta lena bhfreagra féadfaidh tú teagmháil a dhéanamh leis an Ombudsman ag 1890 223 030 / 01 639 5600 nó ríomhphost ombudsman@ombudsman.gov.ie.
4.Ma mheasann tú go raibh an cúram a chuir altraí nó dochtúirí áirithe ar fáil an-mhíshásúil ba cheart duit teagmháil a dhéanamh leis an mBord Altranais ag 01 639 8500 nó ríomhphost ftp@nmbi.ie nó le Comhairle na nDochtúirí Leighis ag 01 498 3100 nó ríomhphost info@mcirl.ie.
5.Má mheasann tú gur mhaith leat cúnamh neamhspleách nó abhcóideacht a fháil maidir le do ghearán, b’fhéidir go mbeidh tú in ann é sin a fháil. Déan teagmháil le heagraíocht abhcóideachta chun tuilleadh eolais a fháil.

 

Cás-staidéar 3

Oibrím i dteach altranais príobháideach agus táim an-chorraithe faoina bhfuil ar siúl ansin. Ní chaitear go maith ar chor ar bith leis na daoine atá ina gcónaí ann. Déantar faillí ar na cónaitheoirí, fágtar sa leaba iad, níl aon ghníomhaíochtaí eagraithe dóibh, is iad na cúramóirí a thugann a gcógais dóibh. Cuirtear slacht agus maise ar gach rud nuair a fhógraíonn ÚFCS go bhfuil cigireacht le déanamh acu, ach a luaithe is a bhíonn siad imithe ligtear do na caighdeáin titim agus laghdaítear líon na foirne. Cad is féidir liom a dhéanamh? Oibrím ann agus níor mhaith liom mo phost a chailliúint. Ní féidir liom gearán a dhéanamh nó cuirfidh an Bainisteoir deireadh le mo chuid fostaíochta ann.

Déanann ÚFCS cigireacht ar thithe altranais príobháideacha. Tá líne faisnéise ag ÚFCS. Éisteann siad lena bhfuil le rá ag daoine agus d’fhéadfaidís an fhaisnéis sin a úsáid chun cigireacht eile a dhéanamh agus b’fhéidir gur cigireacht gan fógra a bheidh ann. Ba cheart duit teagmháil a dhéanamh le ÚFCS ag 021 240 9646 nó ag ríomhphost ssiconcerns@hiqa.ie.

1.Rogha eile is ea nochtadh cosanta a dhéanamh.
2.Má mheasann tú gur mhaith leat cúnamh neamhspleách nó abhcóideacht a fháil chun do ghearán a dhéanamh, b’fhéidir go mbeidh tú in ann é sin a fháil. Déan teagmháil le heagraíocht abhcóideachta chun tuilleadh eolais a fháil.

 

Cás-staidéar 4

Chuaigh Mark chuig ospidéal mór teagaisc tar éis dá DG (a dhochtúir teaghlaigh) é a atreorú chuige. Bhí ball dobhráin ar a cholpa clé le tamall agus bhí athrú datha ag teacht air le deireanas. Thug a bhean Anne na hathruithe faoi ndeara agus rinne sí cinnte gur thug sé cuairt ar a DG. Chuir an DG ar aghaidh é chuig an ospidéal áitiúil chun go mbainfí an ball dobhráin de. Baineadh an ball dobhráin de san ospidéal agus rinneadh roinnt tástálacha ar an bhfíochán. Tugadh le fios sna torthaí go mba meileanóma urchóideach a bhí ann. Ailse ionsaitheach is ea é sin agus ní mór breathnú ina diaidh láithreach. Socraíodh go rachadh Mark go dtí an t-ospidéal chun tuilleadh tástálacha a fháil agus máinliacht a dhéanamh air.

Áit an-ghnóthach í an Rannóg Éigeandála atá san ospidéal a bhfuil sé ag freastal air agus cuireadh siar trí huaire an coinne a bhí déanta go mbeadh leaba ar fáil dó. Bhí an-imní go deo air faoin tionchar a bheadh ag an moill seo maidir le dul chuig an ospidéal. Bhí a DG ag tathant go dtógfaí Mark isteach san ospidéal chun go ndéanfaí an gnáthamh a luaithe agus ab fhéidir. Cúis mhór buartha do Mark agus d’Anne an scéal. Tá siad an-mhíshásta faoin moill ar fad agus tá an-imní orthu faoi shláinte Mark.

Cé leis ar féidir leo labhairt faoi na hábhair imní atá orthu? Tá roinnt rudaí is féidir le Mark a dhéanamh:

1.Ba cheart do Mark na hábhair imní atá air a phlé leis an ospidéal. Is féidir é sin a dhéanamh trí oifigeach gearán an ospidéil.
2.Mura mbíonn sé sásta leis an bhfreagra a fhaigheann sé, féadfaidh sé athbhreithniú i scríbhinn a iarraidh ó Stiúrthóir Abhcóideachta FSS, Oak House, Millennium Park, An Nás, Co. Chill Dara nó ríomhphost yoursay@hse.ie
3.B’fhéidir go mbeidh fonn ar Mark labhairt faoin scéal lena DG agus leis an gComhairleach a bhfuil baint aige lena chúram chun go bhféadfaidh siad brú a chur ar an ospidéal ar a shon.
4.Má bhíonn cúnamh breise ó Mark chun a ghearáin a dhéanamh ba cheart dó teagmháil a dhéanamh le heagraíocht abhcóideachta chun tuilleadh eolais a fháil.
5.Sa deireadh thiar, más mian le Mark leanúint dá ghearán le FSS agus mura mbíonn sé sásta leis an bhfreagra a fhaigheann sé féadfaidh sé dul i dteagmháil leis an Ombudsman ag 1890 223 030 / 01 639 5600 nó ríomhphost ombudsman@ombudsman.gov.ie

 

Cás-staidéar 5

Chuaigh Barbara go dtí a DG toisc go raibh casacht uirthi agus bhí sé ag cinnt uirthi é a chaitheamh. Tá sí leathchéad bliain d’aois agus d’éirigh sí as toitíní 10 mbliana ó shin. Ní raibh fadhbanna sláinte ag cur as di roimhe sin. Scrúdaigh an DG í agus cuireadh ar aghaidh í chuig an ospidéal áitiúil chun go ndéanfaí roinnt tástálacha uirthi. Chuaigh Barbara go dtí an t-ospidéal, rinneadh tástálacha uirthi agus seoladh na torthaí ar ais go dtí a DG. Nuair a thug sí a céad cuairt eile ar a DG dúirt sé nárbh aon chúis imní na torthaí. Bhí an chasacht fós uirthi sé mhí ina dhiaidh sin, chaill sí meáchan, bhíodh sí tuirseach agus níor bhraith sí go maith. In ainneoin sin b’údar misnigh di gur léirigh na tástálacha a rinneadh uirthi go raibh sí ceart go leor. Chuaigh sí ar ais go dtí a DG faoi dheireadh.

Chuir a DG ar aghaidh chuig an ospidéal í arís áit ar léirigh na tástálacha go raibh ailse scamhóg uirthi. Bhí sí trína chéile ar fad. Nuair a bhuail sí le foireann an Chomhairligh tugadh le fios di gur dúradh sna céad torthaí a cuireadh chuig a DG go raibh uirthi filleadh ar an ospidéal chun tuilleadh tástálacha a fháil.

Cé leis ar féidir le Barbara labhairt faoi na hábhair imní atá uirthi?

1.Ní mór di labhairt lena DG le fáil amach cén fáth nár iarr sé uirthi filleadh ar an ospidéal.
2.Mura mbíonn sí sásta leis na freagraí sin féadfaidh sí cinneadh gearán a dhéanamh faoin DG chuig Comhairle na nDochtúirí Leighis: 01 498 3100 nó ríomhphost info@mcirl.ie. Breithneoidh Comhairle na nDochtúirí Leighis an gearán agus déanfaidh siad cinneadh faoi cad is fearr a dhéanamh. Más rud é gur gá freagra a thabhairt ar ghearán tionólfar éisteacht phoiblí chun athbhreithniú a dhéanamh ar iompar an dochtúra.
3.Má tá cárta leighis ag Barbara féadfaidh sí gearán a dhéanamh faoina DG le hoifigeach gearán FSS an limistéir.
4.Mura mbíonn sí sásta leis an bhfreagra a fhaigheann sí, féadfaidh sí athbhreithniú i scríbhinn a iarraidh ó Stiúrthóir Abhcóideachta FSS, Oak House, Millennium Park, An Nás, Co. Chill Dara nó ríomhphost yoursay@hse.ie
5.Má tá cárta leighis ag Barbara féadfaidh sí teagmháil a dhéanamh freisin leis an Ombudsman mura mbíonn sí sásta leis an gcaoi ar láimhseáil FSS a gearán. Is féidir teagmháil a dhéanamh leis an Ombudsman ag 1890 223 030 / 01 639 5600 nó ríomhphost ombudsman@ombudsman.gov.ie.

 

Cás-staidéar 6

Tá Peter 32 bliain d’aois agus d’fhulaing sé gortú i dtimpiste gluaisteán 5 bliana ó shin a d’fhág míchumas tromchúiseach fisiceach air. Níl sé ar a chumas breathnú ina dhiaidh féin a thuilleadh agus tá cónaí anois air in ionad cónaithe atá á reáchtáil ag gníomhaireacht dheonach a fhaigheann maoiniú ó FSS. Tá sé an-mhíshásta agus tá iarracht déanta aige gearán a dhéanamh ach níl an lucht bainistíochta ag tabhairt aon aird air. Is fuath leis an áit ina bhfuil sé ina chónaí. Áit an-iargúlta is ea é agus tá sé na mílte slí óna theaghlach agus óna chairde agus tá na cónaitheoirí eile go léir an-aosta. Gealladh dó go gcuirfí cúntóir pearsanta ar fáil dó ach níor tharla sé sin riamh agus, bíodh is go sásaítear a chuid riachtanas bunúsach ó thaobh cúraim de, níl sé in ann imeacht leis agus saol sóisialta a bheith aige mar a bhíonn ag daoine ar chomhaois leis. Tá rialacha daingne ag an ngníomhaireacht maidir le cuairteoirí agus is beag gníomhaíocht a bhíonn ar siúl san áit a d’oirfeadh do Peter. Feictear dó nach bhfuil aon smacht aige ar a shaol ná ar cad a dhéanann sé gach lá.

Tá roinnt rudaí is féidir le Peter a dhéanamh:

•Tá gearán déanta aige cheana féin leis an lucht bainistíochta agus níl sé sásta leis an bhfreagra a fuair sé. Mar sin féadfaidh sé athbhreithniú i scríbhinn a iarraidh ó Stiúrthóir Abhcóideachta FSS, Oak House, Millennium Park, An Nás, Co. Chill Dara nó ríomhphost yoursay@hse.ie
•Mura mbíonn sé sásta leis an bhfreagra a fhaigheann sé féadfaidh sé dul i dteagmháil leis an Ombudsman ag 1890 223 030 / 01 639 5600 nó ríomhphost ombudsman@ombudsman.gov.ie
•Má cheapann sé gur mhaith leis cúnamh neamhspleách nó abhcóideacht a fháil maidir lena ghearán a dhéanamh, b’fhéidir go mbeidh sé in ann é sin a fháil. D’fheadfadh sé teagmháil a dhéanamh le heagraíocht abhcóideachta chun tuilleadh eolais a fháil.
•Tá ÚFCS freagrach as caighdeáin in ionaid chónaithe do dhaoine faoi mhíchumas. B’fhéidir gur mhaith le Peter na hábhair imní atá aige a ardú le ÚFCS ag 021 240 9300 nó ríomhphost info@hiqa.ie.

 

Cás-staidéar 7

Bhí Mary 6 bliana d’aois agus bhí uirthi dul chuig a DG toisc nach raibh sí ag aireachtáil ar fónamh. Tá cártaí leighis aici féin agus ag a máthair, Anne. Ghlaoigh a máthair chun coinne a dhéanamh an lá sin ach dúradh léi nach bhféadfaí glacadh léi go ceann trí lá eile. Mhínigh a máthair go raibh sí go dona tinn agus go gcaithfí breathnú uirthi go luath. Dúirt an rúnaí léi í a thabhairt go dtí Roinn Timpistí agus Éigeandála an ospidéil má bhí an scéal práinneach. Dúirt a máthair nár mheas sí go raibh an scéal chomh dona le dhul chuig an Roinn Timpistí agus Éigeandála ach go mbeadh sí faoi chomaoin aici dá mbreathnódh an dochtúir uirthi dá gcealódh othar éigin eile coinne. Gheall an rúnaí go nglaofadh sí uirthi dá dtarlódh sé sin ach níor ghlaoigh sí. Trí lá ina dhiaidh sin chuaigh an cailín go dtí an DG dá coinne. Bhí a hiníon ag aireachtáil níos measa agus rinne a máthair gearán láithreach leis an dochtúir toisc go raibh ar a hiníon fanacht chomh fada sin. Bhuail cuthach feirge an DG agus dúirt sé go bhféadfadh sí aistriú go DG eile. Dhiúltaigh sé a hiníon a scrúdú. Dúirt sé nach raibh an dealramh uirthi go raibh sí an-tinn agus d’fhág sé an oifig.

Tá roinnt rudaí is féidir le Anne agus le Mary a dhéanamh:

•Féadfaidh Anne gearán a dhéanamh leis an DG ag a sheoladh gnó
•Mura mbíonn sí sásta lena fhreagra féadfaidh sí gearán a dhéanamh le FSS (An tOifigeach Gearán ag an Oifig Sláinte Áitiúil) nó féadfaidh sí ríomhphost a sheoladh chuig yoursay@hse.ie.
•Mura mbíonn sí sásta le freagra FSS féadfaidh sí gearán a dhéanamh leis an Ombudsman do Leanaí (féach oco.ie chun na sonraí go léir a fháil)
•Má bhí imní mhór ar Anne faoi iompar an DG d’fhéadfadh sí teagmháil a dhéanamh le Comhairle na nDochtúirí Leighis (teil. 01 498 3100 nó ríomhphost info@mcirl.ie.)
•B’fhéidir gur mian le Anne abhcóideacht agus tacaíocht neamhspleách a fháil chun a gearán a dhéanamh. Féach ar ár ndoiciméad faoi eagraíochtaí abhcóideachta.

 

Cás-staidéar 8

Tá John 76 bliain d’aois, tá árachas sláinte príobháideach aige agus d’fhreastail sé ar ospidéal príobháideach le go ndéanfaí máinliacht ar a chromán. Níor tháinig sé chuige féin go luath tar éis na máinliachta agus tar éis roinnt laethanta cuireadh in iúl dó go raibh MRSA air. Chuir an scéal sin as go mór dó agus rinne sé gearán le Bainisteoir Altranais an bharda ina raibh sé. Bhí sí an-chosantach agus dúirt sí go bhféadfadh MRSA a bheith air nuair a glacadh isteach é agus nach nglacfadh an t-ospidéal aon fhreagracht faoin scéal. Dúirt John gur beag fianaise a chonaic sé gur glanadh na háiseanna i gceart fad is a bhí sé san ospidéal, nach raibh na haltraí ag ní a lámha agus iad ag imeacht ó othar go hothar agus nach raibh lámhainní ná naprúin á gcaitheamh acu ón uair ar aithníodh go raibh MRSA air. Shéan sise gurb amhlaidh a bhí an scéal agus dúirt sí go mb’fhéidir go scaoilfí amach é níos luaithe toisc go dtiocfadh sé chuige féin níos tapúla aige sa bhaile. Scaoileadh John abhaile dhá lá ina dhiaidh sin agus réimeas láidir antaibheathach tugtha dó, réimeas a d’fhág é ag aireachtáil an-tinn. Bhí Bainisteoir Altranais tar éis a ghealladh dó go dtiocfadh altra sláinte poiblí ar chuairt chuige laistigh de 24 uair an chloig ach níor tháinig sí riamh. Nuair a rinne sé teagmháil lena ionad sláinte áitiúil dúradh leis nach bhfuair siad aon fhógra atreoraithe ón ospidéal.

Tá roinnt rudaí is féidir le John a dhéanamh:

•Féadfaidh sé gearán a dhéanamh le bainisteoir an Ospidéil Phríobháidigh.
•Mura mbíonn sé sásta le freagra an bhainisteora féadfaidh sé a iarraidh go ndéanfar athbhreithniú inmheánach ar an gcaoi ar láimhseáladh a ghearán (b’fhéidir nach mbeadh sin le fáil san earnáil phríobháideach).
•Is féidir le John an t-ábhar imní atá aige maidir le sláinteachas agus rialú ionfhabhtaithe a chur in iúl do ÚFCS. Teil. 021 240 9300 nó ríomhphost info@hiqa.ie.
•Má tá John buartha faoi scéal an Bhainisteora Altranais féadfaidh sé labhairt leis an mBord Altranais. Teil. 01 639 8500 nó ríomhphost ftp@nmbi.ie.
•B’fhéidir gur mhaith le John abhcóideacht agus tacaíocht neamhspleách a fháil chun a ghearán a dhéanamh. Féach ar ár ndoiciméad faoi eagraíochtaí abhcóideachta.


Page last updated: 30 May 2013