Patient Feedback

The RCSI Hospital Group is committed to ensuring that all patient feedback; including comments, complaints and compliments are acknowledged, reviewed and responded to as quickly as possible.

Complaints are managed in line with the RCSI Hospital Group Policy and Procedure for the Management of Complaints (2016) and the Your Service, Your Say Policy (HSE, 2017).

Staff within the RCSI Hospital Group endeavour to resolve all complaints at the point where they occur and at the earliest opportunity.

What this means is that you should feel free to contact any member of staff with your complaint and expect them to assist you. If they cannot resolve your complaint the staff member will refer you to somebody who can help you.

  • The RCSI Hospital Group supports a “No Wrong Door” approach to complaints.
  • You can speak to any member of staff in a hospital about a complaint or concern.
  • If your complaint or concern cannot be resolved at this point the member of staff can involve a manager to discuss the issue with you. You can also request to speak with a manager.
  • In the event that your complaint is not resolved you can contact the Patient Advice and Liaison/ Complaints Department in the hospital concerned.
  • Acknowledge your communication.
  • Respond to a written complaint within 30 working days, or keep you informed if this process takes longer.
  • Monitor to ensure that your complaint is appropriately managed.
  • Act on suggestions for improvement where appropriate.
  • Pass on any feedback received to staff.
  • If you are dissatisfied with the written response to your complaint you may apply for an Internal Review to the RCSI Hospitals Group at the address beneath. Alternatively, you may contact the Office of the Ombudsman for an independent review of your complaint at this stage.

    Chief Executive Officer
    RCSI Hospital Group
    111 St Stephens Green
    Dublin 2
    Telephone 01-4025156
  • If you are dissatisfied with the outcome of the Internal Review, you may apply for an Independent Review of your complaint to the Office of the Ombudsman. Contact details are outlined beneath:

    The Office of the Ombudsman
    18 Lower Leeson Street
    Dublin 2
    Telephone: 01 6395600
    LoCall: 1890223030 (from outside 01 area)
    E-mail: ombudsman@ombudsman.gov.ie
Beaumont Hospital Patient Advice and Liaison Service
Beaumont Hospital
Beaumont
Dublin 9
Tel: 01 8093234/01 8092427
Cavan and Monaghan Hospital Patient Advocate Liaison Manager
Support Services Building
Cavan General Hospital
Lisdarn
Co Cavan
Tel: 049-4376580
Connolly Hospital Patient Services Office
Connolly Hospital Blanchardstown
Blanchardstown
Dublin 15
Email: patientservices.chb@hse.ie
Tel : 01 6465696 / 6465174
Our Lady of Lourdes Hospital, Drogheda Complaints Co-Ordinator
Quality & Risk Department
Our Lady of Lourdes Hospital
Drogheda
Tel: (041)9874788
The Rotunda Hospital Quality and Patient Safety Dept.
The Rotunda Hospital
Parnell Square
Dublin 1
Tel: 01-817 6848

Patient Feedback

22nd May, 2018