The most effective way to make a complaint about a service received from the HSE?

Discussion in 'Consumer Issues and Rights' started by Yorky, Sep 4, 2013.

  1. Yorky

    Yorky Frequent Poster

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    Can anyone advise on the most effective way to make a complaint about a service received from the HSE?

    It can be emailed to yoursay@hse.ie but is this the best method?

    Also, regarding the various stages of making a complaint if not satisfied with the outcome, the stages are as follows: initially the HSE, the Director of Advocacy and the Ombudsman.

    There is also HIQA - where would they come in to the complaints process?
     
  2. Time

    Time Frequent Poster

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    By snail mail, registered is the best option. They can't deny receiving it then.
     
  3. Kev

    Kev Frequent Poster

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    Also send it to your MP, as they will have to follow it up for you.
     
  4. Slim

    Slim Frequent Poster

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    I can assure you that an email to yoursay.ie is attended to promptly. Failure to receive a response within a reasonable time is cause for complaint to the Ombudsman and they do not like that. HIQA only gets involved in general standards issues and not individual complaints. Use the email is my advice. Alternatively, identify your local Complaints Officer in the HSE service involved and write or email them directly. The email mentioned above will be forwarded to them anyway. In addition, a letter or mail to a public representative or Minister is also attended to very quickly. S
     
  5. ajapale

    ajapale Moderator

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    Slim,

    Is this a miss post? or a quotation from somewhere? It doesnt make much sense.

    Yorky

    Broadly speaking what is the nature of the complaint? The HSE is a huge, complex, disfunctional behemoth.

    aj
     
  6. Slim

    Slim Frequent Poster

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    No, it's my own composition, for better or worse. What is it you don't understand about how it addresses the OP's original question? I have some knowledge of this area, now that is making me a hostage to fortune isn't it?
     
  7. PaddyBloggit

    PaddyBloggit Frequent Poster

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    MP won't but a TD might!
     
  8. ajapale

    ajapale Moderator

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    Sorry Slim,

    I simply didnt understand your post. I read it again and it is perfectly clear to me now.

    Thanks
    aj
     
  9. ajapale

    ajapale Moderator

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    Slim, Is this a fair summary of your post?


    • E-mails to yoursay.ie are attended to promptly.
    • Failure to receive a response within a reasonable time is cause for complaint to the Ombudsman.
    • HIQA only gets involved in general standards issues and not individual complaints.
    • Identify your local Complaints Officer in the HSE service involved and write or email them directly. The yoursay.ie email will be forwarded to them anyway.
    • A letter or mail to a Public Representative or Minister is also attended to very quickly.
    Who is the Director of Advocacy and where does this person fit into the process (if at all)?

    I googled this pdf The Leaflet - Healthcomplaints.ie



    aj
     
  10. Slim

    Slim Frequent Poster

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    Last edited: Sep 9, 2013
    Yes AJ, very good summary. Whilst emails are attended to promptly, the response time can vary depending on the complexity of the complaint, service issues etc.

    The Director of Advocacy is a Mr. Greg Price, HSE, Oak House, Millennium Business Park, Naas, Co. Kildare. His role is to oversee the HSE's response to and implemenmtation of the YourServiceYourSay policy and arrange reviews of complaint officers' decisions. Contact him here:
    Tel: 045 880400
    Fax: 1890 200 894
     
    Last edited: Sep 9, 2013
  11. Time

    Time Frequent Poster

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    Who do you complain to about the medical card administration?
     
  12. Slim

    Slim Frequent Poster

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    Last edited: Sep 10, 2013
    You can write to Gerry Mulligan, Customer Relations Unit, Primary Care Reimbursement Service, Exit 5 M50 North Road, DUBLIN 11.
     
    Last edited: Sep 10, 2013
  13. ajapale

    ajapale Moderator

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    pcrs = primary care reimbursement services
     
  14. Time

    Time Frequent Poster

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    Thanks very much. Much obliged.
     
  15. Slim

    Slim Frequent Poster

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    above post edited to give full address. Best of luck.
     
  16. Time

    Time Frequent Poster

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    That is a very odd address. I think Finglas would be more useful to An Post. I wonder is the address listed like that to throw people off the scent?
     
  17. Slim

    Slim Frequent Poster

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    No, I think I omitted Finglas when I edited the post!:eek: