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Brookhaven Complaints Procedure

All Brookhaven Homes welcome suggestions, complaints, concerns, observations and comments from Residents, Residents nominated persons, 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.

 

Any complaint/concern should be raised initially with a member of staff, example the Nurse or CNM on the floor. Should it not be addressed satisfactorily at the time, 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 the complaints review officer and concluded within 20 working days, with a written response on the outcome of the review.

 

  • Where the timelines above cannot be complied with, communication will take place with the complainant who 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, before 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.

 

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

  1.    Internal Appeals Process: Contacting the Registered Provider Representative, Brookhaven Healthcare Head Office at 01 846 2115 or enquiries@brookhaven.ie
  2. The Office of the Ombudsman

Telephone: 016395600

Email: complaints@ombudsman.ie Website: www.ombudsman.ie

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

  1. 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 concerns@hiqa.ie

 

  • 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

Advocacy services include:

  1. Sage Advocacy – support for older people, vulnerable adults, and healthcare patients. Telephone Contact: (01) 536 7330 (Monday- Friday 9am-6pm) 0818 719400 (8am-10pm daily)

Email: sageadvocacy.ie; Address: 24 Ormond Quay Upper, Dublin 7

  1. PAS : The Patient Advocacy Service provides free, independent and confidential information and support to people who want to make a formal complaint through the HSE ‘complaints process in relation to the care they have experienced in a public acute hospital or nursing home, and in the aftermath of a patient safety incident.

Contact Details: Patient Advocacy Service, Level 3 Rear Unit, Marshalsea Court, Merchant’s Quay, Dublin D08 AEY8 Telephone: 081829300.

  1.    Patient Advocacy Services, Tel: 0818 293003. Email: info@patientadvocacyservice.ie. Online Query: patientadvocacyservice.ie

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

Reporting A Concern

Brookhaven Healthcare provides an environment that is conducive to residents, staff, family, advocates, representatives, and visitors being able to raise issues and make suggestions and complaints (verbally or in writing) in a spirit of openness and partnership and without fear of adverse consequences.

Making a Complaint

In the first instance, issues of concern to the resident, his/her family and/or representative are addressed immediately at local level, where possible, and reported to the staff nurse on duty, who will then inform the Director of Nursing. This is without recourse to the formal complaints procedure unless the complainant wishes otherwise.

Confidentiality

A register of complaints is maintained in the nursing home that includes all details of investigations and outcomes. All information is confidential and protected under the Data Protection Act.

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