Providing feedback or making a complaint

Naas General Hospital is committed to listening and responding to patients, staff, all service users and their families and learning from their experiences and feedback to improve our services.

Accordingly the Hospital has a complaints procedure in place designed to ensure that:

• Service users are encouraged and facilitated to bring their concerns or complaints to the attention of the hospital.
• All reported concerns/complaints are responded to promptly and appropriately.
• All concerns/complaints are resolved, where practicable, to the satisfaction of all persons involved. This is consistent with the HSE core values; Care, Compassion, Trust and Learning.

How to provide feedback

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

Ø Tell a staff member: We encourage patients and families to let those involved in their care know if they have a concern. Any concerns should be discussed in the first instance with the manager of the ward or department so that a solution can be found locally.

Ø Email your feedback to feedback.naas@hse.ie or to yoursay@hse.ie

Ø Complete a Feedback Form and leave it in the identified white Your Service Your Say post boxes provided within many areas in the hospital.

Ø Telephone the Patient Services Department, Naas General Hospital at 045-843106

Ø Letter: Put your comments in writing to: The Patient Services Department, Naas General Hospital, Naas, Co. Kildare

We adhere to the Five Principles of the HSE Feedback Process

1. We will enable you to provide feedback
2. We will listen and respond to your feedback
3. We will support you through the process
4. We will support staff through the process
5. We will commit to learning from feedback and use it to improve services and make them accountable

Contact Details

Patient Services Department,
Naas General Hospital

Naas,

Co. Kildare

Name

Telephone

Email

Patient Services Department

045 843106

feedback.naas@hse.ie

All comments, compliments and complaints will be acknowledged. Complaints will be investigated thoroughly and you will be informed of the outcome as soon as possible. The hospital will acknowledge formal complaints within 5 working days. You can expect an update on your complaint within 30 working days. In the event that additional time is required the Patient Services Department will update you every 20 working days.

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