Orwell Healthcare
We have very high standards at Orwell Healthcare, but we’re human, so occasionally we get it wrong.
If a resident, relative, staff member, advocate, visitor or other interested person has any concerns about the care we provide, Orwell Healthcare has a comprehensive procedure in place to address the complaint promptly, professionally and in an environment of openness, partnership and without fear of adverse consequences.
All residents have the right to appoint an advocate to assist them and support them in any subsequent processes. Access to an advocate can be obtained by contacting Reception. Complaints, criticisms or suggestions, whether verbal or in writing will be taken seriously, handled appropriately and sensitively. A Suggestion Box is available near Reception.
When you complain to us, we will usually respond in the way we explain below. Sometimes you might be concerned about matters that are not decided by us (such as financial assistance under the Nursing Home Support Scheme) and we will then advise you about how to make your concerns known.
If possible, we believe it is best to deal with things as soon as possible and in the easiest and most direct way. If you have a complaint, raise it with the person you are dealing with. He or she will try to resolve it for you there and then. However, they may need time to look into it – you should get an answer within five working days. If a member of staff cannot help, they will explain why and you can then ask for your complaint to be formally investigated.
You can make a complaint in any of the ways below:
1. You can ask for a copy of our Complaints Form (How to complain formally) – fill it in and submit it to the Complaints Officer.
2. You can get in touch with our Complaints Officer at 01 499 9000 to make your complaint over the phone.
3. You can email us at pa@orwellhealthcare.ie
4. You can write a letter to us at the following address: Complaints Officer, Orwell Healthcare, 112 Orwell Road, Rathgar, Dublin 6
We will formally acknowledge your complaint within five working days and let you know how we intend to deal with it. We will make sure that your dealings with us in the future do not suffer just because you have made a complaint.
If you are making a complaint on behalf of somebody else, we will need their agreement to you acting on their behalf. We will ask you to tell us how you would like us to communicate with you.
We will tell you who will investigate your complaint. If it is straightforward, it will usually be investigated in the nursing home, however if it is more serious, we may ask someone from outside the nursing home to investigate.
We will clarify with you our understanding of the complaint and the outcome that you are hoping for. The person who is looking at your complaint will need to see your files – if you don’t want this to happen, it is important that you tell us.
If there is a simple solution to your problem, we may ask you if you are happy to accept it. We aim to resolve concerns as quickly as possible, the majority within 30 working days.
We will let you know what we have found using your preferred method of communication. We will explain how and why we came to our conclusions.
If we find that we got it wrong, we will apologise fully and genuinely, and tell you what and why the event occurred. If we find there is a fault in our systems, we will tell you how we plan to change things to stop it happening again.
If we didn’t do something well, we will aim to put it right. If you have lost out as a result of a mistake on our part, we will try to put you back in the position you would have been in if we had got it right.
You can also notify Health Information Quality Authority (HIQA) of a concern. While HIQA does not have the power to investigate individual complaints, they can evaluate whether the information indicates non-compliance with the HIQA Standards and Health Act Regulations.
While we hope that we have been able to resolve your complaint satisfactorily, if you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman.
The Ombudsman is impartial and free to use.
The Ombudsman will ask you for details of your complaint and to provide a copy of our final response to your complaint. The best way to do this is through:
You can also write to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773 or call 01 639 5600 if you have any queries.
In times of trouble or distress, some people may act out of character. There may have been upsetting or distressing circumstances leading up to a complaint. We do not view behaviour as unacceptable just because someone is forceful or determined.
We believe that all complainants have the right to be heard, understood and respected, however we consider that our staff have the same rights. We therefore expect you to be polite and courteous in your dealings with us.
The following are the contact details should you require any information or assistance:
Person in Charge/Director of Care: Diana Rose
Complaints Officer: Ms. Jennifer Downey
Nominated Person to oversee Management of Complaints: Ms. Diana Rose
Appeals Officer: Ms. Laura Dunne
Telephone 01 499 9000
Fax 01 490 3552
(A full copy of Orwell Healthcare’s Complaints Management Policy is available on request from Reception)
Click here to download Orwell Complaints Policy
