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TITLE: GENERAL GUIDANCE TO
REFERENCE #: PFR.PILS.001
PATIENTS/FAMILY MEMBERS WHO WISH
TO MAKE A COMPLAINT
IMPLEMENTATION DATE: MAY 2013 REVIEW DATE: MAY 2015
7. In cases where the agreed time frame will not be possible to complete an
investigation, the PSQI reviewer will keep the complainant informed and updated by
sending progress report every two weeks.
9. As deemed appropriate, the PSQI reviewer, after consultation with CEO, may also
seek an internal review and advice from the Chair of Department or from the hospital’s
legal team especially for difficult cases and critical complaints.
9. Recommendations for preventative and corrective actions are identified from the
review and communicated to the department and staff involved.
2. Independent Review of Complaints
1. The organisation actively encourages and promotes consumer feedback and links with
patients and their families on a regular basis to ensure that the complaint handling processes
are effective, being communicated, and achieving outcomes satisfactory to them.
2. If complainants remain dissatisfied with the outcome of the complaint resolution process
following internal review, complainants will be advised to seek an independent review. For
private patients, an independent review can be sought through:
2.1. Contacting a regulator
Regulators have responsibility for protecting the quality and safety of health and social care
services. Regulators can regulate different things, for example, they can be responsible for
health professionals, health service quality or medicines.
Professional regulators include the Irish Medical Council (IMC), An Bord Altranais (The
Nursing Board), the Pharmaceutical Society of Ireland, the Opticians Board and CORU
(Health and Social Care Professionals Council).
Service quality regulators include the Mental Health Commission, Radiation Protection
Institute of Ireland (RPII) and the Health Information and Quality Authority (HIQA).
Medicines and healthcare product regulators include the Irish Medicines Board and the
Food Safety Authority of Ireland (FSAI).
2.2. Get legal advice
If complaint remains unresolved and complainant feels it is particularly serious, they may wish to
get legal advice on their complaint.
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