How to Provide Feedback

The local service will assist Service Users if they wish to provide feedback, such as a complaint, compliment or comment. Staff dealing with feedback will implement the process in a way that accommodates the Service User. Service user requirements, such as access or communication preferences should be confirmed at the start of the complaints management process.

How to Provide Feedback

Find out how to provide feedback

Assistance if and when required to provide feedback is by:

• Providing appropriate and accessible facilities within each service to meet Service User needs.
• Supporting a No Wrong Door approach so that wherever feedback is raised, it is the system and not the Service User that is responsible for routing it to the appropriate place to get it resolved.
• Supporting and signposting with posters and leaflets, etc., within each service so Service Users and their families know how to get support if they want to raise a concern or issue.
• Assisting with completing a feedback form and/or making a comment, compliment or complaint.
• Supporting Service Users who may have poor literacy and/or language skills and providing assistance and support where required to enable the effective recording of their feedback.

Information on Support Services         

In line with the Disabilities Act 2005 the HSE is obliged to ensure that its buildings, services, the information it provides, and how it communicates with Service Users, are all accessible to people with disabilities. Staff will support Service Users who require assistance and will communicate as needed through a variety of communication aids, tools and services.

Service users can request assistance where required in relation to the following from their local service area:

• Interpretive Services
• Advocacy Services
• Patient Liaison Officers
• Patient Liaison Volunteers
• The Online form
• Easy Read
  • Overview of Stage 1 of the Your Service Your Say process (PDF, size 349 KB, 2 pages)
  • Overview of Stage 2 of the Your Service Your Say process (PDF, size 567 KB, 6 pages)
  • Overview of Stage 3 of the Your Service Your Say process (PDF, size 412 KB, 5 pages)
• Children’s Feedback Leaflet

Support from Staff

The HSE is committed to ensuring that Service Users are supported throughout the feedback process. This support is available at every stage of the Service User’s interaction with the HSE during the course of dealing with a comment, compliment or complaint. This is especially true during the investigative process of complaints handling.

First and foremost if a Service User has a health problem or concern the Service User should talk directly with their clinician, nurse, or relevant healthcare provider. They are the best people to explain a medical condition, treatment or clinical procedure. However, if the Service User has other concerns they should inform any member of staff who will assist.

There are a number of ways in which the Service User can provide feedback. 

How to Provide a Comment or a Compliment

Making a Complaint

A Service User may need an advocate if they require some additional assistance and support, or if they do not wish to deal with the individual(s) or service directly involved in their complaint.

All Complainants have a right to appoint an advocate to assist them in making their complaint and to support them in any subsequent processes in the management of that complaint. Any form of advocacy used must be agreeable to both the Complainant and the HSE. An employee or a trusted person may also be an advocate for a Service User wishing to make a complaint where it is possible to do so within the principles of advocacy.

• Advocacy services may be offered by the HSE to disadvantaged or disempowered Service Users who wish to make a complaint and who otherwise would find it difficult or impossible to make such a complaint themselves or to source advocacy services themselves.
• The Citizen Information Board (2005) (previously Comhairle) defines advocacy as a means of empowering people by supporting them to assert their views and claim their entitlements and where necessary, representing and negotiating on their behalf.
• A staff member or a trusted person may also be an advocate for Service Users wishing to make a complaint if it is possible to do so within the principles of advocacy as listed below.
• The Citizen Information Board (2005) outlines the principles of advocacy as:
  • Empowerment of the person where possible
  • Respect for the person and his/her wishes
  • Acting in the person’s best interest
  • Acting independently
  • Maintaining confidentiality
  • Acting with diligence and competence
• Before deciding to advocate on behalf of a Complainant, staff must ensure that they are in a position to advocate impartially and fairly.
• Staff acting as advocates should have no previous involvement in the actions complained of, or in the examination/investigation of the complaint.
• Staff should not feel compelled to act as an advocate where they do not feel competent or supported to do so and must ensure that they direct the Service User to appropriate advocacy supports.
• Any form of advocacy used must be agreeable to both the Complainant and the HSE.

List of Advocacy Services

An advocate is somebody who can provide information, advice or support to, or act on behalf of, a Service User or the Service User’s family when dealing with a healthcare service or making a complaint. An advocate may also, depending on the service, represent the views of those seeking information or making complaints when required.

If you wish to provide feedback and would like to avail of advocacy services, please find a link below to a list of some of the advocacy services available. Please note that this is not an exhaustive listing.

List of advocacy services