Ombudsman investigates how complaints are handled by acute public hospitals

The Ombudsman, Peter Tyndall, has decided to undertake an investigation into how complaints are handled by acute public hospitals (including voluntary and psychiatric hospitals).

The investigation will broadly cover complaint handling in public hospitals since June 2011.  Amongst the issues likely to be dealt with in the course of the investigation are:

• whether the statutory complaints system operates in a clear, open, timely, efficient and consistent manner;
• the extent to which the HSE (and voluntary hospitals acting on its behalf) has met its obligation under the statutory complaints system (Part 9 of the Health Act 2004);
• the various practices of public hospitals in processing and handling complaints about care provided within the acute hospital setting;
• the extent to which complaints are a source of learning for public hospitals;
• the effectiveness of signposting to the Ombudsman.

The Office of the Ombudsman wishes to ensure that the information they gather as part of this investigation is inclusive and relevant.  They are seeking feedback from advocacy and other organisations about their experiences (both positive and negative) of the hospital complaints process. 

Questionnaires can be completed on or before Friday 22 August 2014, at the link below.

If you experience any difficulties in completing the survey, technical or otherwise, please contact before the deadline at hsecomplaints@ombudsman.gov.ie.

Click here to participate in the survey.