Your Service Your Say

Your Service Your Say: Feedback Management Pathway

It is your right as a patient or service user of the HSE to make a complaint if you believe that standards of care, treatment or practice fall short of what is acceptable. If you need to make a complaint, we want the process to be easy, effective and fair. Naas General Hospital is committed to providing a complaints management system that allows us to listen and respond to feedback in accordance with Part 9 of the Health Act 2004. The HSE recognises that there are many benefits to be gained from an effective feedback system that is consistent with our core values; Care, Compassion, Trust and Learning.

The Five Principles of the HSE Feedbak Process:

1. We will enable you to provide feedback

2. We will respond to your feedback promptly

3. We will support you an support staff through the process

4. We will commit to learning from feedback and use it to improve services and make them accountable

How to provide feedback:

If you wish to provide feedback (comment, compliment or complaint) about any aspect of our service,please:

  • Complete a feedback form and leave it in the identified white post boxes provided within many areas in the hospital
  • Email your feeback to feedback.naas@hse.ie or to yoursay@hse.ie
  • Put your comments in writing to: Patient Services Department, Naas General Hospital
  • Phone Patient Services Department, Naas General Hospital at 045-849514
  • Tell a staff member 

All commets, compliments and complaints will be acknowledged. Complaints will be investigated thoroughly and you will be informed of the outcome as soon as possible.

If you are not happy with the outcome of the investigation of your complaint, you have a right to request a review of our response. There are two mechanisms for doing so and you can request either or both:

  • Within 30 working days from the date of receipt of our response, you may contact Mr James Conway, Assistant National Director, FOI  Reviewer/Decision Maker, Dublin Midlands Hospital Group, Midlands Regional  Hospital Tullamore, Arden Road, Tullamore, Co.Offaly, Ireland
     Tel: +353 5793 58060
  • You may request a review from the Office of the Ombudsman. Tel: 1890 223 030 Email: ombudsman@ombudsman.gov.ie

We hope your stay in hospital will be as pleasant and as comfortable as possible

 

Ref: HSE Complaints Policy 2017 https://www.hse.ie/eng/about/gavd/complaints/ysysguidance/ysys2017.pdf