Complaints Procedure

Complaints Procedure

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.

Use of an advocate

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 to use the Complaints Policy

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.

Informal resolution

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.

How to complain formally

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
4. You can write a letter to us at the following address: Complaints Officer, Orwell Healthcare, 112 Orwell Road, Rathgar, Dublin 6

What you should include in your complaint
  • Remember to state your name, address and telephone number (email if applicable) and whether you are acting on behalf of someone else.
  • Briefly describe what your complaint is about, stating relevant dates and times, if applicable.
  • List your specific concerns starting with the most important concern.
  • Be clear about what you are hoping to achieve e.g. an apology, explanation etc.
  • State your preferred method of communication.
Dealing with your complaint

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.

Putting things right

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.

Other avenues of complaint

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. provides information on how to make a complaint or give feedback about health and social care services in Ireland. It also includes information on how to raise concerns with HIQA or the Mental Health Commission and details of advocacy services that will help you make a complaint.

What we expect from you

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.

Who to contact

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