REFERENCE #: PFR.PILS.001 PATIENTS/FAMILY MEMBERS WHO WISH TO MAKE A COMPLAINT IMPLEMENTATION DATE: MAY 2013 REVIEW DATE: MAY 2015

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1 GENERAL GUIDANCE TO TO MAKE A COMPLAINT How to complain The most important thing is that you stay safe. If you feel your immediate care may be compromised by making a complaint or if you feel intimidated in any way by the complaints process, it may be best to wait until you get some support before making a complaint. An advocate may be able to help. The best starting point is usually to make your complaint directly to the person or place responsible for providing your care. You can do this informally by speaking to the person in charge of delivering treatment or to a Complaints Officer. You may also wish to complain formally by putting your complaint in writing. In many cases complaints can be resolved at this stage. When making a complaint it is best to: Remain calm and polite Outline clearly what went wrong Ask for what you need to resolve the situation Keep notes of what has happened, the contact names of people you ve talked to and dates Get support from family, friends or an independent advocate if you feel this would help 1. Checklist for your complaint Your name If you writing for someone else, their name and contact details Your postal address address and/or telephone number Summary of the complaint What happened? Who was involved? When did it happen? Where did it happen? How did it happen? Page 1 of 5

2 Why did it happen? What is your desired outcome? Any other information? 2. Complaint Letter Template Your address 1 Your address 2 Your address 3 Other contact details, eg phone, Date Name of contact person, if available Company Name Company address Re: [service provided] Dear [Contact Person or Customer Service Manager], On [date], I [service received] at [location and other details]. I am disappointed because [the service you provided, your service] was [unsatisfactory] because [state the problem as you understand it giving as much detail as possible]. To resolve the problem I would like you to [state the action you require for example, an explanation, an apology, the service performed again]. Enclosed is a copy/are copies (of any relevant documents]. I look forward to hearing from you and to a resolution of this problem. Please contact me at the above address or by phone [give numbers]. Yours sincerely [Sign] [Print Your Name] Enclosures: [state documents you have enclosed, if any] Cc: [Include Name of person or agency you want to send a copy of this letter to] Page 2 of 5

3 3. Complaints may be submitted in or writing to: Mail: Patient Safety, Quality and Innovation Department (PSQI) Beacon Hospital Beacon Court Sandyford, Dublin 18 BEACON HOSPITAL S COMPLAINT REVIEW PROCEDURE 1. Internal review 1. An internal review mechanism is in place for regular evaluation to check that the complaint process works from both the consumer s and organisation s perspectives. The review and investigation strategies adopted will incorporate incident investigation tools such as Root Cause Analysis, Critical Incident Review or Clinical Case Review. 2. When complainants will not accept the outcome of the management of the complaint at the point of contact, a staff member of the Patient Safety, Quality and Innovation (PSQI) Department will initiate further review. 3. When reviewing a complaint, a Complaint Reference Number is assigned to ensure that all complaints in the organization are tracked, addressed and properly dealt with. 4. The PSQI reviewer may seek the assistance of the staff members, Departmental Manager, Clinician or members of the Executive Management Group (EMG) during the investigation process. 5. Employing incident investigation strategies focuses on reducing systems failure and managing for its inevitability, whether caused by technology, human error or procedurally. 6. Investigation and review of complaint must be completed within seven (7) working days. A response to the complainant is drafted and discussed with the Clinician, CEO or members of the Executive Management Group as appropriate. The final response is sent to the complainant within seven (7) working days. Page 3 of 5

4 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) Get legal advice If complaint remains unresolved and complainant feels it is particularly serious, they may wish to get legal advice on their complaint. Page 4 of 5

5 2.3. Public Patients When a patient is organised by HSE to be treated at Beacon Hospital (eg. NTPF patients), the patient is still considered as a public patient. Public patients have a number of options as to where to make their complaint. They can complain to the service provider, to the HSE, to the Ombudsman or the Ombudsman for Children, and to a regulator. 3. Reporting a quality and safety issue/concern to Joint Commission International (JCI) A patient, staff, or a member of the public may report any safety or quality issue with Beacon Hospital to its accrediting body, the Joint Commission International. Complaints may be submitted by or in writing to: jciquality@jcrinc.com Mail: Quality and Safety Monitoring Joint Commission International Accreditation 1515 W. 22nd Street, Suite 1300W Oak Brook, IL USA For further information about JCI s complaint management process, please see: Page 5 of 5