All CareChoice Homes welcome suggestions, complaints, concerns, observations and comments from residents, residents’ relatives and visitors.
We view all comments and complaints as opportunities to improve our services. They help us continually improve the quality of care and support we provide to our residents.
Residents and their relatives or representatives can make a complaint without concern. Making a complaint will not jeopardise the quality of care provided to the resident in any way.
How to Make a Complaint
Our detailed leaflet, ‘Your Guide to the Complaints Procedure’, explains the complaints process. Please ask any member of staff for a copy. You can also get a copy at reception.
First, please raise any complaint or concern with the Nurse or CNM on the floor. If the matter is not resolved satisfactorily, you can raise it with the Director of Nursing (Complaints Officer), who will investigate your complaint.
How We Will Handle Your Complaint
We will manage complaints as follows:
- We will acknowledge your complaint within 5 working days.
- We aim to resolve your complaint within 30 working days. We will provide a written response explaining whether we have upheld the complaint, the reasons for our decision, any recommended improvements and details of the review process.
- If you request a review, the Regional Director of Clinical Operations (Complaints Reviewer) will conduct it. We aim to conclude the review within 20 working days and will provide a written response outlining the outcome.
- If we cannot meet these timelines, we will explain the reason for the delay. We will also advise you of the date when you can expect a written response.
- You have the right to reply for up to 10 days after we send the closing letter or email and before we close the complaint.
- If you need assistance when making a complaint or at any stage of the complaints process, please let us know. You may also nominate a family member, friend or advocate to act on your behalf. We will check that they have your permission. Independent advocacy services are also available, as outlined below.
If You Are Not Satisfied With the Outcome
If you are still not satisfied, you can use the following options:
1. Internal Appeals Process
Contact the Registered Provider Representative at CareChoice Head Office.
Telephone: 01 223 3000
Email: hello@carechoice.ie
2. Governance Officers
The Governance Officers are the persons nominated to ensure that all complaints receive an appropriate response. They also ensure complaints are appropriately documented in accordance with the Health Act 2007 (Care and Welfare of Residents in Designated Centres for Older People) Regulations 2013.
3. SAGE Independent Advocacy Services
Telephone: 01 536 7330
Email: info@sageadvocacy.ie
4. Patient Advocacy Service
Telephone: 0818 293003
Email: info@patientadvocacyservice.ie
Online Query: patientadvocacyservice.ie
Write to:
Patient Advocacy Service
Level 3 Rear Unit
Marshalsea Court
Merchant’s Quay
Dublin 8
D08 AEY8
5. The Office of the Ombudsman
Telephone: 01 639 5600
Email: complaints@ombudsman.ie
Website: www.ombudsman.ie
Write to:
The Office of the Ombudsman
6 Earlsfort Terrace
Dublin 2
D02 W773
Serious Concerns About a Nursing Home
If you have serious concerns about the operation of a Nursing Home, you may also contact the Chief Inspector at HIQA through the “Concern Area”.
- Email: concerns@hiqa.ie
- Write to: Concerns About Services, Health Information and Quality Authority, George’s Court, George’s Lane, Smithfield, Dublin 7.
- Call the advice line: 021 240 9646
CareChoice Complaints Leaflet
For more information about our complaints process, please read our detailed complaints leaflet.