Patient Experience and Service User Feedback

Complaints Policy Statement:

Your feedback is welcomed and valued, it allows us to continually improve the care and services we provide to our Service Users.

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. Please tell us what we have done well and how we can improve our patient care.

We have a complaints procedure in place designed to ensure that:

1. Service users are encouraged and facilitated to bring their concerns or complaints to the attention of the hospital.

2. All reported concerns/complaints are responded to promptly and appropriately

3. All concerns/complaints are resolved, where practicable, to the satisfaction of all persons involved.

Our aim is to resolve concerns/complaints 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:

1.Tell a staff member: We encourage patients and families to let those involved in their care know if they have a concern. It is hospital policy that staff will deal with service user feedback at point of contact.

2. Email your feedback to or to

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

4. Telephone the Quality Risk and Patient Safety Department, Naas General Hospital at 045-843106 or the Quality and Patient Experience Manager at 045-849521

5. Letter: Put your comments in writing to: The Quality and Patient Experience Manager, The Quality Risk and Patient Safety Department, Naas General Hospital, Naas, Co. Kildare

Link to HSE Complaints and Feedback:

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

The Quality and Patient Experience Manager,

Quality Risk and Patient Safety Department

Telephone 045 849521 / 045 843106


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 we will update you every 20 working days.

Unfortunately we can only receive feedback in English. Therefore, please contact a member of staff to arrange Interpreting Support if required.

Complaint Review

If you are not happy with the outcome of your complaint, you can ask for a review by the HSE (, or a review from the Office of the Ombudsman (

Independent Patient Advocacy Service:

The contact details for the Independent Patient Advocacy Service are

Phone number- 0818 293003.


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.


HSE, Your Service Your Say HSE Complaints Policy, the Management of Service User Feedback for Comments, Compliments and Complaints, HSE Policy,