St. James’s Hospital welcomes all feedback provided by patients, their family and carers, staff and all service users. The Hospital is committed to listening, responding to and learning from people’s experiences to improve the services the Hospital provides. Feedback includes:
When visiting restrictions are in place, any person who wishes to give feedback or make a complaint may to do so by contacting the Patient Experience Office team by telephone, email or letter, using the contact information below. Persons may also bring their concern or complaint to the nurse in charge of a ward or a department manager.
Patients and relatives are asked not to come in person to the Patient Experience Office.
The Complaints Officer
The Patient Experience Office
Quality and Safety Improvement
St James’s Hospital
Please be aware that it may not be possible for staff to respond to feedback as quickly as they would wish to because they may be busy dealing with the problem that caused visiting to be restricted.
Please provide the following information as relevant:
If you are making a complaint on behalf of a patient, the Patient Experience Office team will need to confirm that the patient has given their consent for information about them to be shared with you.
All information related to complaints is confidential. Records related to Complaints are stored on a secure information system. Complaint records are not included in a patient’s healthcare record.
In order to protect the patient’s right to confidentiality and privacy, the Patient Experience Office primarily communicates directly with the patient or their advocate using letters sent by mail. Where a person informs the office that they require us to use alternative methods e.g. by telephone, we will do so. Formal review responses are issued by mailed letter, not by email.
The office does not share information with the patients or their advocates if using emails that belong to an organisation or business.
If you need help making a complaint, the Patient Experience Office can give you information about contacting independent advocacy services.
The Hospital’s policy for managing complaints is based on Part 9 of the Health Act 2004 that excludes some matters from the complaints process. The Patient Experience Office team will inform complainants if any issues they raised cannot be formally reviewed through the complaints procedure and will advise them on options that may be available to them to resolve their concerns.
If a person is dissatisfied with how the Hospital has responded to their complaint they may request an Internal Review of the management of their complaint. This should be requested within 30 days of receiving the Hospital’s response. A person making a complaint who is dissatisfied with how it is managed or the response they receive may request an independent external review by the Office of the Ombudsman.
The Office of the Ombudsman
6 Earlsfort Terrace,
Phone: (01) 639 5600.
Further details and online complaint form: https://www.ombudsman.ie
or contact email@example.com
Or, for children:
Ombudsman’s Office for Children Millennium House,
52-56 Great Strand Street
Further details: http://www.oco.ie