Your Service Your Say: Feedback Management Pathway
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:
How to provide feedback
If you wish to provide feedback (comment, compliment or complaint) about any aspect of our service please:
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
Patient Services Department,
Naas General Hospital
Patient Services Department
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:
Patient Advocacy Service:
The contact details for the Independent Patient Advocacy Service if required are as follows:
Phone number- 0818 293003.
The phone line will be open from 10am to 4pm Monday to Friday.
Information obtained by any parties in the course of processing a concern/complaint is confidential and may not be discussed, communicated or disclosed, except in the normal course of the investigation.
Records of all correspondence and/or documentation relating to a concern/ complaint are maintained confidentially. They are not included in a patient’s healthcare record.
Ref: Your Service Your Say HSE Complaints Policy 2017, the Management of Service User Feedback for Comments, Compliments and Complains, HSE Policy 2017,
Your Service Your Say HSE Complaints Policy 2017, the Management of Service User Feedback for Comments, Compliments and Complains, HSE Policy 2017,