IHF Feedback & Complaints Procedure
IHF Feedback & Complaints Procedure
The Irish Hospice Foundation is committed to ensuring all of our communications and dealings with the general public and our service users and supporters are of the highest possible standard. We listen and respond to the views of the general public and our service users and supporters so that we can continue to improve. The Irish Hospice Foundation welcomes both positive and negative feedback. Therefore, we aim to ensure that:
- it is as easy as possible to make a complaint;
- we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
- we treat every complaint seriously, whether made by telephone, letter, fax, email or in person;
- we deal with any complaint quickly and politely;
- we respond accordingly for example, with an explanation or apology where we have got things wrong, and with information on any action taken; and
- we learn from complaints, use them to improve, and monitor them at Management and Board level.
What is a complaint?
A ‘complaint’ means a complaint about any action of the Irish Hospice Foundation that
- it is claimed, does not accord with fair or sound administrative practice; and
- adversely affects the person by whom or on whose behalf the complaint is made.
You are not entitled to make a complaint about any of the following matters:
- a matter that is or has been the subject of legal proceedings before a court or tribunal;
- a matter relating solely to the exercise of clinical judgment by a person acting on our behalf or an action taken us solely on the advice of a person exercising clinical judgment
- a matter relating to the recruitment or appointment of an employee;
- a matter relating to or affecting the terms or conditions of a contract of employment that we propose to enter into;
- a matter relating to the Social Welfare Acts;
- a matter that could be the subject of an appeal under section 60 of the Civil Registration Act 2004;
- a matter that could prejudice an investigation being undertaken by the Garda Sıochana;
- a matter that has been brought before any other complaints procedure established under an enactment; and
- complaints by Irish Hospice foundation staff or agents. Alternative arrangements are in place for such complaints.
What to do if you have feedback or a complaint?
If you do have a complaint or feedback about any aspect of our work, you can contact the Irish Hospice Foundation in person, by telephone or in writing. Complaints must be made within 12 months of the date of the action giving rise to the complaint or within 12 months that you become aware of the action giving rise to the complaint.
We will attempt to resolve verbal complaints immediately. If this is not possible, your complaint should be put in writing and will be dealt with by a relevant Senior Manager or our Chief Executive in the first instance. Please let us know how you would like us to respond, providing relevant contact details. Written complaints should be addressed to:
The Chief Executive Officer
The Irish Hospice Foundation
32 Nassau Street
Tel: 01 679 3188
We are open from 9.00 am to 5.30 pm Monday – Thursday and 9.00 am to 5.00 pm on Fridays, and closed between 1.00 pm and 2.00 pm each day.
The Irish Hospice Foundation does not have oversight of clinical services or care provided by others. If you have a complaint or feedback about care or services received by other organisations we will do our best to direct you to the relevant body who can assist you.
What happens next?
If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 5 working days, and do everything we can to resolve it with 15 working days. If this is not possible, we will explain why and give a new deadline, with updates every 20 working days.
Complaints will be investigated thoroughly and objectively with due respect for your rights and the rights of the service/staff members to be treated in accordance with the principles of natural justice. Confidentiality will be maintained throughout the investigation to the greatest extent consistent with the requirements of fair investigation.
Any complaints deemed to be vexatious or unreasonable in nature will not be investigated but you may seek a review of the complaint by the Ombudsman/ Ombudsman for Children.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to the Irish Hospice Foundation’s Chairperson, Ms Jean McKiernan who will acknowledge your complaint within 5 working days, will ensure that your complaint is reviewed at Board level and will respond within 10 working days of this consideration by Board members.
If, following this review, you are not satisfied with the outcome of the complaints procedure you may seek a review of the complaint by the Ombudsman/ Ombudsman for Children.
The Irish Hospice Foundation offers forms of redress or responses that are appropriate and reasonable where it has been established that a measurable loss, detriment or disadvantage was suffered or sustained by you personally. Redress may include:
- admission of fault
- change of decision
- correction of misleading or incorrect records