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Complaints Officer: Sinead Griffin, Person in Charge
Phone: 043 3348033 Fax: 043 3331500 Email: sinead@blackrockabbey.ie
The nursing home has a comprehensive policy on dealing with complaints. A copy of this policy is available at admission and another is located on the wall in the foyer. We welcome all feedback and at your convenience we hope that you will let us know your comments so we can ensure we are meeting your expectations.
All complaints made are managed in a timely and professional manner. The Director of Nursing is responsible for the management of complaints or her deputy in her absence. If you are not happy with the outcome of any investigations of complaints, all decisions can be appealed through our appeals process which is outlined in our policy.
If a person does not wish to utilise this formal approach, they can express a Concern which will be managed in a more informal manner with the view to ensuring complete satisfaction. If satisfaction is not achieved, the concern will be transferred to the formal Complaints process for resolution.
The Centre is committed to delivering best practice services to individual Residents/service users. The involvement of each individual, and their family/other advocates or representatives in developing and maintaining a quality service, is welcomed. Complaints are viewed as an opportunity to inform service provision, to continuously improve the quality of the services that are provided and to facilitate learning, so as to prevent similar occurrences in the future. The Centre will strive to respond in a timely manner to a complaint and attempt to resolve the complaint locally. In responding to complaints procedural fairness will be maintained and respected throughout, and where appropriate, an impartial, fair, and unbiased investigation will be carried out.
To safeguard the rights and dignity of the individuals availing of services.
To ensure a culture that supports individuals to speak out and raise issues relating to the service that they receive.
To ensure that there is an appropriate feedback mechanism to promote continuous quality improvement.
To inform individuals of a right of appeal where the complaint is not resolved internally.
A complainant can be a resident, a spouse, a civil partner, a cohabitant, a close relative or a carer of the resident, any person who, by law or by appointment of a court, has the care of the affairs of the resident, any legal representative of the resident, or any other person with the consent of the resident.
Both SAGE and/or The Patient Advocacy Service (PAS) are available to assist and support residents when making a complaint.
SAGE
Support & Advocacy Services for Older People
Advocate: Holly Foley
Tel: 01 536 7330 / 086 1919366
Patient Advocacy Service
0818 293003
patientadvocacyservice.ie
Complaints may be made verbally (in person or by telephone) to any member of the supervising staff, or in written form (letter, email, fax etc.) to the designated Complaints Officer, indicated above.
The Centre is committed to implementing a complaints procedure which ensures that the individual Resident is not adversely affected as a result of making a complaint. He/she will be made aware of their right to appoint an advocate and will be advised on how to do so. All information obtained, arising from the management of the complaint will be treated in a confidential manner.
Stage 1: Informal Resolution - Verbal Complaints to be addressed within 1 working day
Stage 2: Formal Investigation - Investigation to be conducted by Complaints Officer and written response issued to complainant within 30 working days
Stage 3: Review Procedure
The complainant may seek a review of the outcome of the internal investigation by requesting a review. The review will be conducted by a Nominated Review Officer and a written response issued to the complainant within 20 working days.
If the complainant is unhappy with the outcome of a complaint by both the Complaints Officer and the Review Officer, the outcome can be appealed to the Nominated External Independent Appeals Officer. The Complaints Officer will provide details regarding the nominated review officer and the nominated external appeals officer upon request.
A complainant may also refer a complaint to the Ombudsman, which is their right at any time during the process. (www.ombudsman.ie, Lo-call: 1890 223 030). Office of the Ombudsman, 18 Lr. Lesson St, Dublin 2.
The complainant may also bring the complaint to the attention of HIQA at any time during the process. (www.hiqa.ie, Tel: 01 814 7400). Health Information & Quality Authority, Georges Court, Georges Lane, Dublin 7.
NB: A full copy of Laurel Lodge’s Nursing Home Complaints Policy is available on request.
