Complaints can arise through simple misunderstandings or genuine dissatisfaction. Usually discussing the matter determines its cause and a local solution that satisfies all parties can be found.

 

HOW TO MAKE A COMPLAINT

 

  1. A concern or complaint can be raised with any member of staff on duty.
  2. Where the matter is not resolved at local level a record of the complaint is recorded by the staff member. The staff member then informs the Complaints Officer who is Joy Berey the Director of Nursing.
  3. The complaint is investigated by the Complaints Officer and concluded as soon as possible and in any case no later than 30 working days after the receipt of the complaint.
  4. A written response will be provided to the complainant after the investigation is concluded. This will indicate whether or not their complaint was fully upheld, partially upheld or not upheld at all. The reasons for those decisions will be supported in the investigation. The investigation may also indicate improvements/actions taken as a result of the investigation.
  5. Where the complainant is not satisfied with the outcome of the investigation by the Complaints Officer he/she should inform the Complaints Review Officer, Jennifer Kennedy who will conduct a review of the investigation and its findings.
  6. The review will be concluded as soon as possible and no later than 20 working days after the receipt of the request for review.
  7. Where the complainant is not satisfied with the outcome of the investigation by the Complaints Review officer they have the option to refer the matter to the Ombudsman. Our Ombudsman Liasion Officer, Yvonne O Halloran will assist the complainant in referring the matter to the Ombudsman.
  8. The Ombudsman can only investigate the matter when the Complaints process in the Nursing home has been followed and concluded.
  9. Where the Director of Care is the subject of a complaint the investigation shall be conducted by the Complaints Review Officer, Jennifer Kennedy. A review of that investigation will be carried out by the General Manager, Joseph Peters.
  10. Where the complainant is seeking assistance in making a complaint, he/she can be assisted by an independent advocacy service if they wish. Contact details are listed below:

Joy Berey                                                                                            

Complaints Officer              

Email:personincharge.powdermill@gmail.com

021-4871184

 

Jennifer Kennedy                                                     Yvonne O Halloran  

Complaints Review Officer                                    Ombudsman Liasion Officer

Email: operations@powdermill.ie                        Email: admin@powdermill.ie

021-4871184                                                            021-4871184

 

Ombudsman; Tel –016395600 or Lo-call 1890223030

Email – ombudsman@ombudsman.gov.ie

Website – www.ombudsman.gov.ie

Writing to – The office of the ombudsman, 18 Lower Leeson Street, Dublin 2