The National Lead for Patient and Service User Feedback has responsibility for the management of feedback including comments, compliments, complaints and reviews received through the National Advocacy Unit, Naas and the CEO’s office.
We design and develop policies and procedures and guidance for complaints and review officers to support their role under the Health Act 2004. This includes:
- a consultative review of the HSE Policy and Procedures for the Management of Consumer Feedback;
- the development of policies and procedures to support the identification and management of unreasonable complainant behaviour; and
- the development of training and guidance for complaints and review officers.
We are looking at ways to enhance information management to encourage organisational learning from national statistics for complaints and reviews. We are currently developing the categorisation of complaints and an IT System to support data reporting under the 8 principles of the National Healthcare Charter – You and Your Health Service.
Wini Ryan, National Lead, Patient and Service User Feedbackwinifred.ryan@hse.ie
Nicola Williams nicolaj.williams@hse.ie
Tel: 057 93 57618
Quality and Patient Safety Division, Block 4, Central Business Park, Clonminch, Tullamore, Co. Offaly.