CareChoice Complaints Procedure

All CareChoice Homes welcome suggestions, complaints, concerns, observations and comments from Residents, Resident’s relatives and visitors.

All comments or complaints shall be viewed as an opportunity to inform service provision and to continually improve the quality of care and service provided to our Residents. Residents and their relatives/representatives should be confident that making a complaint will not jeopardise the quality of care provided to the resident in any way.

A more detailed leaflet called ‘Your guide to the Complaints Procedure’ is available to guide you through this process. Please ask any member of staff for a copy of this leaflet. It is also available at our reception.

Any complaint/concern should be raised initially with the Nurse or CNM on the floor. Should it not be addressed satisfactorily, please feel free to raise the matter with the Director of Nursing (Complaints Officer) who will undertake to investigate. All complaints will be:

  • Acknowledged within 5 working days.

  • Aimed to be resolved in 30 working days, with a written response provided, on whether the complaint is upheld, the reasons for that decision, any improvements recommended and details of the review process.

  • Should a review be requested, this will be conducted (by a partnered home) and concluded within 20 working days, with a written response on the outcome of the review.

  • Where the timelines above cannot be complied with, the complainant will be informed as for the reason for the delay and be advised of the date of the written response.

  • The complainant has the right of reply up to 10 days after the closing letter/e-mail has been sent, prior to the complaint being closed.

  • If you need assistance with making a complaint or at any stage during the complaints process, please let us know. You may also nominate a family member, friend or advocate to act on your behalf. We will of course check that they have your permission. Independent advocacy services are available, see details below.

Where the complainant is still not satisfied, they are advised of the:

1.    Internal Appeals Process: Contacting the Registered Provider Representative, CareChoice Head Office at 01 2233000 or  

2.    The Regional Quality Managers are the persons nominated to ensure all complaints are appropriately responded to and have been appropriately documented as per the Health Act 2007 (Care and Welfare of Residents in Designated Centres for Older People) Regulations 2013.

3.    SAGE Independent Advocacy Services, Tel: 01 5367330, Information & Advice / Rapid Response Service Tel:  0818 719400. 

The lines are open every day from 08.00hrs-22.00hrs, 365 days a year.

4.    Patient Advocacy Services, Tel: 0818 293003. Email:

Online Query:

Writing to: Patient Advocacy service, level 3 Rear Unit, Marshalsea Court, Merchant’s Quay Dublin 8, DO8 AEY8

5.    The Office of the Ombudsman

Telephone: 016395600 Website:

Writing to: The Office of the Ombudsman, 6 Earlsfort Terrace, Dublin2, D02 W773.

Please also remember that if you have serious concerns about the operation of the Nursing Home you may contact the inspectorate by:

Chief Inspector HIQA “Concern Area”

  • Emailing

  • Writing to Concerns About Services, Health Information and Quality Authority, George’s Court, George’s Lane, Smithfield,Dublin 7.

  • Calling the advice line 021 2409646

    CareChoice Complaints Leaflet