Silverstream

Concerns

Reporting A Concern

Silver Stream Healthcare Group Nursing Homes provide an environment that is conducive to residents, staff, family, advocates or 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.

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 In Charge, who will then inform the Director of Nursing. This is without recourse to the formal complaints procedure, unless the complainant wishes otherwise.

Formal Complaint

Where a resolution of the complaint at local level is not possible the complaint should be raised with the Director of Nursing. The complaint can be made verbally or in writing, by letter or email. All complaints in the first instance should be directed to the Director of Nursing.

Upon receipt, the complaint will be acknowledged and the Director of Nursing will explain the stages and time scales of the process. Depending of the nature of the complaint the Director of Nursing may have to follow differing routes of investigation so time scales may vary, but we ensure complaints will be taken seriously and resolution will be sought in a timely manner.

Once the complaint has been investigated and the Director of Nursing will contact the complainant to convey the outcomes. The outcome of the complaint will be conveyed in writing and the complainant may be invited to attend a meeting to discuss the outcome.

Appealing a Complaint

Where resolution of the complaint with the Director of Nursing is not possible or if you are unhappy with the outcome, the complainant has recourse to bring the complaint to the Appeals Officer.

A letter of appeal should be directed to the Appeals officer and all information & documentation should be included. A meeting may be arranged with the Appeals Officer to discuss the complaint and the outcomes from the previous investigation.

The complaint will be reviewed and independently investigated within the requirements of current legislation, relevant regulations and national guidelines. A formal report will be prepared, the outcome of which will be conveyed to the complainant in writing and the complainant may be invited to attend a meeting to discuss the outcome.

Outcome

The Director of Nursing ensures that complaints and comments are raised at team meetings for feedback and future learning. Measures required for improvement are put in place. Staff receive education in relation to management of complaints and annual audits of complaints are carried out to determine compliance.

Advocate

If at any stage during the process of making your complaint you wish to have access to an advocate you may contact Tony Carroll, Advocacy Services Manager, who will provide you with an advocate. Also you are welcome to bring a representative or friend with you to meetings.

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.

Referral of Complaints

If at any stage you are unhappy with the process of investigation you are welcome to refer your complaint to the bodies below:

Office of The Ombudsman

Office of The Ombudsman
18 Lower Leeson Street • Dublin 2
Lo-call: 1890 223030
Email:   ombudsman@ombudsman.gov.ie

Health Service Executive

If you wish to make a complaint to the Health Service Executive you can do so through their online comments service. http://www.hse.ie/eng/services/yourhealthservice.

The Health Information & Quality Authority
(When to contact HIQA about your concern?)

HIQA welcome information about designated centres for dependent persons, such as nursing homes, or any concerns people may have about the health or social care services they are receiving. While HIQA do not have the legal power to investigate individual complaints, they do review all information or concerns about services they receive and assess them against the regulations and the standards.

If there is a serious risk to the health and welfare of service users, the Authority may decide to take appropriate action in relation to that service.  The Authority may also undertake, or be required by the Minister of Health to undertake, an investigation into the safety, quality and standard of healthcare services.

If you wish to contact us regarding a concern about a service, please contact:

Concerns About Services
Health Information and Quality Authority
George’s Court • George’s Lane • Smithfield • Dublin 7 • Ireland
Tel:        021 240 9646 • Email:   concerns@hiqa.ie

 

Silver Stream Head Office

When to contact Silver Stream Healthcare Group Management Team?

If you have any concerns, or wish to raise any issues,  you can contact Silver Stream Management Team by completing the form below.

Your Name (required)

Your Email (required)

Your Number

Your Nursing Home
(required)

Your Concern

Your Message

Contact Us

Head Office / Ratoath Manor
Ratoath
Co Meath.
Tel: (01) 825 4265
Fax: (01) 825 4263
Email: admin@silverstream.ie
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