Header image: complaints options for public patients

Complaints options for public patients

For nearly all types of complaint, you should complain locally as a first step.

After that, your options are different, depending on whether you were treated as a public patient or as a private patient. If you were treated as a public patient, the HSE is responsible for your care.

You can find out more in our page, ‘Public patient or private patient?

Option 1: Complain locally

Service providers are the people and organisations that provide your health and social care. Examples include health centres, hospitals, GPs (family doctors), dentists, physiotherapists, opticians and social workers.

For nearly all types of complaint, the first place you should complain is directly to the service provider.

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 Your Service Your Say.

Option 2: Request a Health Service Executive (HSE) review

If you are unhappy with the initial response from the Complaints Officer, you can ask for a review from the HSE Director of Advocacy, or you can take your complaint directly to the Ombudsman or the Ombudsman for Children.

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

Option 3: Complain to the Ombudsman or the Ombudsman for Children

The Ombudsman and the Ombudsman for Children are independent organisations which can investigate complaints about services provided by or on behalf of the Health Service Executive (HSE) or agencies, such as charities and voluntary bodies, that deliver health and social services on behalf of the HSE.

If you were treated as a public patient and you are not happy with how the HSE is handling your complaint, you should contact the Ombudsman or the Ombudsman for Children.

Find out more in our page on complaining to the Ombudsman and complaining to the Ombudsman for Children.

Option 4: Contact a regulator

Regulators have responsibility for protecting the quality and safety of health and social care services. Regulators can regulate different things, for example, they can be responsible for health professionals, for health service quality or for medicines.

  • Professional regulators include the Medical Council, The Nursing and Midwifery Board of Ireland, the Pharmaceutical Society of Ireland and CORU.
  • Service quality regulators include the Mental Health Commission and the Health Information and Quality Authority (HIQA).
  • Medicines and healthcare product regulators include the Irish Medicines Board and the Food Safety Authority of Ireland (FSAI).

If you have a complaint about a health professional or a healthcare service, it may be appropriate to complain to a regulator. Most of the regulators can take a complaint from a member of the public, but there are restrictions on how some of the regulators can handle that complaint.

Find out more about the work of these organisations.

View the complaints procedures for these organisations.

Option 5: Get legal advice

If you feel your complaint is particularly serious, you may wish to get legal advice on your complaint. It is recommended to always get legal advice before you begin legal action.

 


 

Na roghanna gearán atá ag othair phoiblí

Maidir le beagnach gach cineál gearáin ba cheart duit gearán a dhéanamh go háitiúil ar dtús.

Bíonn roghanna éagsúla agat ina dhiaidh sin, ag brath ar an gcaoi ar cuireadh cóireáil ort mar othar poiblí nó mar othar príobháideach. Má cuireadh cóireáil ort mar othar poiblí tá FSS freagrach as an gcúram a tugadh duit.

Is féidir leat tuilleadh a fháil amach inár leathanach, ‘Othar poiblí nó othar príobháideach?

Rogha 1: Gearán a dhéanamh go háitiúil

Is iad na soláthraithe seirbhíse na daoine agus na heagraíochtaí a chuireann cúram sláinte agus sóisialta ar fáil duit. Mar shampla, ionaid sláinte, ospidéil, DGanna (dochtúirí teaghlaigh), fiaclóirí, fisiteiripeoirí, radharceolaithe agus oibrithe sóisialta.

Maidir le beagnach gach cineál gearáin ba cheart duit gearán a dhéanamh go díreach ar dtús chuig soláthraí na seirbhíse.

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, Do Sheirbhís, Do Bharúil.

Rogha 2: Iarr athbhreithniú ar Fheidhmeannacht na Seirbhíse Sláinte (FSS)

Más rud é nach bhfuil tú sásta leis an gcéad fhreagra ón oifigeach gearán, féadfaidh tú iarraidh ar Stiúrthóir Abhcóideachta FSS athbhreithniú a dhéanamh, nó féadfaidh tú do ghearán a chur díreach chuig an Ombudsman nó chuig an Ombudsman do Leanaí.

Is féidir leat tuilleadh a fháil amach inár leathanach, Do Sheirbhís, Do Bharúil.

Rogha 3: Gearán chuig an Ombudsman nó chuig an Ombudsman do Leanaí

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Eagraíochtaí neamhspleácha iad an tOmbudsman agus an tOmbudsman do Leanaí ar féidir leo iniúchadh a dhéanamh ar sheirbhísí a chuir Feidhmeannacht na Seirbhíse Sláinte (FSS) ar fáil nó a cuireadh ar fáil thar a ceann, nó ar sheirbhísí a chuir gníomhaireachtaí mar eagraíochtaí carthanacha agus deonacha ar fáil, a chuireann seirbhísí sláinte agus seirbhísí sóisialta ar fáil thar ceann FSS.

Má cuireadh cóireáil ort mar othar poiblí agus mura bhfuil tú sásta leis an gcaoi a bhfuil FSS ag láimhseáil do ghearáin, ba chóir duit teagmháil a dhéanamh leis an Ombudsman nó leis an Ombudsman do Leanaí.

Faigh amach níos mó inár leathanach faoi ghearán a dhéanamh leis an Ombudsman agus leis an Ombudsman do Leanaí.

Rogha 4: Déan teagmháil le rialtóir

Tá rialtóirí freagrach as cáilíocht agus sábháilteacht na seirbhísí sláinte agus cúraim shóisialta a chosaint. Féadfaidh rialtóirí rudaí éagsúla a rialáil, mar shampla, féadfaidh siad a bheith freagrach as gairmithe sláinte, as cáilíocht seirbhíse sláinte nó as leigheasanna.

  • I measc na rialtóirí gairmiúla tá Comhairle na nDochtúirí Leighis, The Nursing and Midwifery Board of Ireland, Cumann Cógaiseoirí na hÉireann agus CORU.
  • I measc na rialtóirí cáilíochta seirbhíse tá an Coimisiún Meabhair-Shláinte agus an tÚdarás um Fhaisnéis agus Cáilíocht Sláinte.
  • I measc na rialtóirí earraí sláinte tá Bord Leigheasra na hÉireann agus Údarás Sábháilteachta Bia na hÉireann.

Má tá gearán agat faoi ghairmí sláinte nó faoi sheirbhís cúraim sláinte d’fhéadfadh sé a bheith oiriúnach gearán a dhéanamh le rialtóir. Is féidir le formhór na rialtóirí glacadh le gearán ó bhall den phobal, ach tá roinnt srianta ann faoin gcaoi is féidir le cuid acu an gearán sin a láimhseáil.

Faigh amach tuilleadh faoi obair na n-eagraíochtaí sin.

Féach ar nósanna imeachta gearán na n-eagraíochtaí sin.

Rogha 5: Faigh comhairle dlí

B’fhéidir gur mian leat comhairle dlí a fháil má mheasann tú go bhfuil gearán an-tromchúiseach agat. Moltar duit comhairle dlí a fháil i gcónaí sula dtionscnaíonn tú caingean dlí.


Page last updated: 13 September 2016