Access | Dignity and Respect | Safe and Effective Care | Communication and Information | Participation | Privacy | Improving Health | Accountability
- Accessibility / resources[9]
- Appointment - delays[17]
- Appointment - other[25]
- Admission - delays[33]
- Admission - other[39]
- Hospital facilities[44]
- Hospital room facilities (access to)[48]
- Parking[50]
- Transfer issues[52]
- Transport[54]
- Visiting times[56]
- Other access[58]
Dignity and Respect [2]
- Alleged inappropriate behaviour[10]
- Delivery of care[18]
- Discrimination[26]
- End-of-Life Care[34]
- Ethnicity[40]
- Other dignity and respect[45]
Safe and Effective Care[3]
- Adequate Human Resources [11]
- Diagnosis[19]
- Test[27]
- Continuity of care (internal )[35]
- Continuity of care (external)[41]
- Discharge[46]
- Health and Safety issues[49]
- Health care records[51]
- Hygiene[53]
- Infection prevention and control[55]
- Patient property[57]
- Medication[59]
- Tissue Bank[60]
- Treatment and Care[61]
Communication and Information[4]
- Communication skills[12]
- Delay and failure to communicate[20]
- Diverse Needs>[28]
- Information [36]
- Telephone calls [42]
- Other communication and information [47]
Participation[5]
- Consent[13]
- Parental Access and Consent[21]
- Patients/ Family/ Relatives[29]
- Other participation[37]
Privacy[6]
- Confidentiality[14]
- Hospital Facilities (Privacy)[22]
- Other privacy[30]
Improving Health [7]
Accountability[8]
Notes
[1]Our services are organised to ensure equity of access to public health and social care services.
[2]We treat people with dignity respect and compassion.
[3]We provide services in a safe environment, delivered by competent, skilled and trusted professionals.
[4]We listen carefully and provide clear and comprehensive health information and advice.
[5]We involve people and their families and carers in shared decision making about their health care.
[6]We ensure adequate personal space to ensure privacy in providing care and personal social services. We maintain strict confidentiality of personal information.
[7]Our services promote health, prevent disease and support and empower those with chronic disease to self care.
[8]We welcome your complaints and feedback about care and services and work to address your concerns.
[9]Accessibility / resources
- Equipment (Lack of equipment, poor repair or unavailable)
- Medication (Specific needs of patients not met (due to resources))
- Personnel
- Services
- Treatment (Specific needs of patients not met (due to resources))
[10] Alleged inappropriate behaviour
[11] Adequate Human Resources
- Competency
- Complement
- Skill mix
[12] Communication skills
- Patient felt their opinion was dismissed / discounted
- Disagreement about expectations
- Inadequate listening and response
- Inappropriate comments from staff member e.g. being asked questions they've been asked before
- Lack of support e.g. in case of news being given and no follow up support
- Language barrier between patients/relatives and staff e.g. staff member not fluent in English
- No opportunity to ask questions
- Non verbal tone / body language
- Open disclosure (lack of)
- Patient dissatisfied with questions e.g. being asked questions they've been asked before or type or style of questioning
- Patient felt rushed
- Staff not introducing themselves and letting patients know their role
- Staff unsympathetic
- Tone of voice e.g. inappropriate / disrespectful / harsh etc.
- Untimely delivery of information
[13] Consent
- Consent not obtained
- Lack of informed consent e.g. consent received over phone, language barriers, patient highly medicated.
- Patient felt coerced
[14] Confidentiality
- Breach of another patient's confidentiality inappropriate disclosure of personal information
- Breach of patient confidentiality inappropriate disclosure of personal information
- Security of files and records
[15] Empowerment
- Independence and self care not supported
- Lack / provision of patient / carer education
- Patient / family preference discounted / disrespected patient's request for alternative therapies not respected
[16] Patient feedback
- Feedback not provided to patients on improvements made as result of their feedback
- Information about the complaints / patient feedback process not available
- Patient concerns not dealt with promptly
- Quality of response to the complaint made
- Where to go to ask questions in relation to services and giving feedback (visibility of customer services)
[17] Appointment - delays
- Appointment - cancelled and not rearranged (Any pre-booked clinic or diagnostic appointment cancelled by hospital);
- Appointment - delay in issuing appointment (Excessive delay in issuing an appointment from the time the referral was received by the hospital);
- Appointment - postponed (Any prebooked clinic or diagnostic appointment postponed / rescheduled by hospital);
- Surgery / therapies / diagnostics - delayed or postponed (Any pre-booked therapy session, diagnostic test, or surgical procedure delayed or postponed);
- Operation and opening times of clinics (Not seen at the appointment time and excessive delay experienced / clinic start time delayed)
[18] Delivery of care
- Lack of respect shown to patient during examination / consultation
- No concern for patient as a person e.g. speaking to family members rather than patient.
- Patient's dignity not respected
[19] Diagnosis
- Diagnosis - misdiagnosis
- Diagnosis - delayed diagnosis
- Diagnosis - contradictory diagnosis
[20] Delay and failure to communicate
- Breakdown in communication between staff or areas e.g. staff not passing on information to other department, nurse did not tell doctor not to inform mother
- Failure / delay to communicate with outside agency/organisation
- Failure / delay in communicating with patient e.g. abnormal test result, appointment times etc.
- Advising patient of treating consultant
- Failure / delay in communicating with relatives
- Failure / delay in notifying consultant (external) e.g. test results/follow up
- Failure / delay to communicate with GP / referral source e.g. test results/follow up
- Lack of information provided about medication side effects (KPI)
[21] Parental Access and Consent
- Consent, guardianship and information issues related to lesbian, gay parental relationships
- Correct procedure not consented for
- Guardianship consent not explained
- Mother or father unable to access information Only one parent receives information
- Mother/Father/Guardian not informed
[22] Hospital Facilities (Privacy)
- Lack of privacy during consultation/discussing condition
- Lack of privacy during examination/ treatment
- Privacy - No single room
- Privacy - Overcrowding
[23] Holistic Care
- Lack of information / support on how to prevent further illness / disease
- Lack of understanding as to what is important to the patient
[24] Finance
- Bill dispute
- Bill sent to deceased patient
- Cost of products
- Insurance cover
- Invoice error
- Unhappy with income collection process
[25] Appointment - other
- No / lost referral letter (No record of referral or referral lost in hospital system)
- Appointment - request for earlier appointment (Dissatisfaction with appointment date issued)
- Unavailability of service (Service required but cannot be provided for any reason by hospital (e.g. catchment area))
[26] Discrimination
- Age
- Civil status
- Disability
- Family status
- Gender
- Membership of traveller community
- Race
- Religion
- Sexual orientation
- Socio-economic
[27] Test
- Delay / failure to report test results
- Incorrect tests ordered
- No tests ordered
- Mislabeled test result/sample
- Mislaid sample
- Performed on wrong patient
- Repeat test required Insufficient / compromised sample taken initially
- Result not available
- Delay in transport/collection of sample
[28] Diverse Needs
- Interpretation service (e.g. Braille services) e.g. offered/ available
- Special needs
- Translation service e.g. offered/ available
[29] Patients/ Family/ Relatives
- Excluded from decision making process - family / relatives / advocate / next of kin
- Excluded from decision making process - patient
- Opinion discounted - family / relatives / advocate / next of kin opinion/ choice discounted / ignored
- Opinion discounted - patient opinion/ choice discounted / ignored
- Parent not allowed accompany child in recovery room
- Parent not allowed accompany child to theatre
- Second opinion Not offered recommended or available
[30] If you have a complaint which fits in this section, however, there is no category for it please include it here and note the category in the notes column. Thank you.
[31] Catering
- Dietary requirements not met
- Food quality
[32] If you have a complaint which fits in this section, however, there is no category for it please include it here and note the category in the notes column. Thank you.
[33] Admission - delays
- Delayed - elective bed (Excessive waiting period for elective admission (waiting list))
- Delayed - emergency bed (Excessive length of time from decision to admit to actual bed)
- Admission - delay in admission process (Excessive waiting time from registration to treatment)
- Admission – postponed (Pre-booked admission / postponed / cancelled)
[34] End-of-Life Care
- Breaking bad news e.g. how the bad news was broken
- Breaking bad news - private area unavailable
- Death cert - delay in issuing death cert
- Death cert - incorrect / returned death cert
- Delay in release and condition of body
- Inattention to patient discomfort
- Mortuary facilities
- Organ retention
- Palliative care
- Poor communication e.g. general communication - family found out inadvertently that patient was DNR.
- Single room for patient unavailable
- Treatment of deceased not respected
[35] Continuity of care (internal)
[36] Information
- Conflicting information
- Confusing information
- Insufficient and inadequate information
- Misinformation e.g. being told incorrect information / diagnosis / results / instructions
[37] If you have a complaint which fits in this section, however, there is no category for it please include it here and note the category in the notes column. Thank you.
[38] Smoking Policy
- Non-compliance (visitor, patient, staff smoking)
[39] Admission - other
- Admission - refused admission by hospital (Patient / family / other requesting admission but not accommodated by the hospital)
[40] Ethnicity
- Insensitivity to cultural beliefs and values
- Requests not respected
- Special food requests unavailable
[41] Continuity of care (external)
- Lack of approved home care packages
- Lack of community supports
- Lack of medical devices / faulty equipment
- Lack of support services post discharge e.g. nursing home/ home help etc.
- Unsuitable home environment
[42] Telephone calls
- Telephone call not returned
- Telephone call unanswered
[43] If you have a complaint which fits in this section, however, there is no category for it please include it here and note the category in the notes column. Thank you.
[44] Hospital facilities
- Creche
- Lack of adequate seating (Not enough public seating or specific patient seating requirements)
- Lack of baby changing facilities
- Lack of / minimal breastfeeding facilities
- Lack of toilet and washroom facilities (general)
- Lack of toilet and washroom facilities (special needs)
- Lack of wheelchair access (Lack of ramps, door or lift access)
- No treatment area / space for consultation / trolley facilities
- Shop
- Signage (internal and external)
[45] If you have a complaint which fits in this section, however, there is no category for it please include it here and note the category in the notes column. Thank you.
[46] Discharge
- Adherence to discharge policy
- Delayed discharge
- Discharge against medical advice
- No discharge letter
- Patient / family refuse discharge
- Premature discharge
[47] If you have a complaint which fits in this section, however, there is no category for it please include it here and note the category in the notes column. Thank you.
[48] Hospital room facilities (access to)
- Bed location
- Disability facilities (e.g. no access for wheelchair facilities)
- Isolation / single room facilities
- Overcrowding
- Public
- Semi-private / private
[49] Health and Safety issues
- Building not secure
- Central heating
- Equipment (lack of / failure of / wrong equipment used)
- Failure to provide a safe environment
- Fixtures and fittings
- Furnishing
- Lights
- Manual handling
- Noise levels
- Overcrowding
- Pest control
- Slips / trips and falls
- Temperature regulation
- Waste Management
[50] Parking
- Access to disabled spaces
- Access to spaces
- Car parking charges
- Clamping / Declamping of car
- Condition or maintenance of car parks
- Damaged cars
- Location of pay machine
[51] Health care records
- Admission / registration process error
- Inaccurate information on healthcare record / hospital systems
- Missing chart
- Missing films/scans
- Patient impersonation (identify theft) e.g. patient becomes aware that their identity has been used to access services previously
- Poor quality control of chart
- Poor recording of information Insufficient / illegible
- Wrong records applied to patient
[52] Transfer issues
- External transfer (between hospitals or other facilities)
- Internal transfer (between wards / departments)
[53] Hygiene
- Cleanliness of area
- Hand Hygiene / Gel Dispensers e.g. insufficient number of dispensers available or empty
- Linen (beds and Curtains)
- Spills on floors
- Waste management
[54] Transport
- External transportation (Taxi / Minibus transportation/ ambulance or other)
- Internal transportation
[55] Infection prevention and control
- Communication deficit - infection status - family not informed of infection status
- Health Care Associated Infection
- Non compliance with Infection and Control policies and protocols staff not washing hand between patients / wearing gloves
- Personal hygiene of staff
[56] Visiting times
- Lack of visiting policy enforcement
- Special visiting times not accommodated
[57] Patient property
- Clothes
- Dentures
- Glasses
- Hearing Aid
- Jewellery
- Lack of secure space
- Money
- Personal equipment
- Toys
[58] If you have a complaint which fits in this section, however, there is no category for it please include it here and note the category in the notes column. Thank you.
[59] Medication
- Administering error All issues related to giving medications to patients
- Dispensing All issues related to putting medication together for a patient
- Prescribing All issues related to prescriptions
[60] Tissue Bank
- Bone marrow
- Cord blood
- Cornea implant
- Cryogenics
- Fertility issues e.g. cost of storage etc.
- Heart valves
- Samples/test results
- Skin
- Stem cell
[61] Treatment and Care
- Failure / delay in treatment / delivery of care e.g. Delay - from time of triage to review by medics
- Failure / delay to diagnose
- Failure to act on abnormal diagnostic results
- Inconsistent delivery of care
- Insufficient time for delivery of care
- Lack of follow-up care
- Lack of knowledge in staff
- Lack of monitoring of pain control
- Lack of patient supervision
- Practitioners not working together / cooperating e.g. care not being planned in a co-ordinated way.
- Prolonged fasting
- Unsatisfactory treatment or care
- Unsuccessful treatment or care