Complaints Policy

Making a Complaint / Giving a Compliment

We welcome your complaints and comments and will endeavour to use them in an effort to improve our services. The hospital recognises that from time to time you may feel dissatisfied with the service you receive. When this happens, you have the right to complain. You have the right to have this complaint investigated and be informed of the outcome in a timely fashion. You also have the right, if the complaint is not resolved to your satisfaction, to make an appeal, which will be considered by the C.E.O. (and/or other members of the management team considered appropriate by the C.E.O.)

What do I do if I am unhappy with the service I have received?

If you are a patient or visitor, it is best to try and get these problems sorted out immediately by talking to a member of the hospital staff. This staff member will contact the appropriate head of department. Alternatively you can have your issues addressed by writing to the Complaints Co-ordinator.

What happens when I make a complaint?

You can write to the hospital Complaints Officer or fill out a ” Your Service Your Say” feedback form and place it in one of the many feedback boxes located throughout the Hospital. All written complaints will be acknowledged within 5 working days. Each complaint is registered and then sent to the appropriate senior manager who will respond to your complaint.
The hospital endeavours to resolve the issues within 30 working days. However, sometimes, if your problem is complex our enquiries may take longer. If a delay occurs, we will write to you and advise you of the delay.

Complaints may be addressed to:

Quality and Safety Department
Royal Victoria Eye and Ear Hospital
Adelaide Road
Dublin – D02 XK51
Tel: +353 1 7088549
E-mail: qualityandsafety@rveeh.ie

What happens if I am not happy with the response to my complaint?

We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman.

The Ombudsman is fair, independent, and free to use. The Ombudsman will ask you for details of your complaint and a copy of our final response to your complaint.

The best way to contact the Ombudsman is by:

• Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
• Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
• Calling the Ombudsman on 01 639 5600 if you have any queries.

What do I do if I am happy with the service I receive?

Staff at the hospital are always delighted to receive positive feedback about the services we provide. If you wish to either give a compliment on the service or simply make a suggestion/comment, you can fill out a “Your Service” feedback form and place it in the feedback boxes provided. You can also contact the appropriate head of department who will ensure the relevant staff/department are informed.