Silver Stream Healthcare is an Irish company that owns and manages a growing number of nursing homes across Ireland, providing quality care for over 750 residents. Established in 1993, our head office is in Ratoath, Co. Meath, where we centrally manage the business.
Here at Silver Stream Healthcare, our residents come first. We provide a wide range of care options, from long stay to respite care, dementia care, convalescence care and end of life care. We have nursing homes across Ireland, providing quality care to many residents.
We know that making a care decision can be challenging for you and your family. In many cases, such decisions can be made gradually as you grow older or your health declines. Sometimes however, where there’s an illness or injury, a decision needs to be made quickly.
We find that understanding your options can help you make the best choices for your personal circumstances. Living in residential care, while life changing, can also be hugely rewarding. It can present you with new opportunities in a caring and safe environment.
Silver Stream is committed to delivering peace of mind to you and your family.
Working in partnership with the wider community, we are committed to addressing each individual resident’s cognitive, sensory, social, spiritual and physical activities every day. We seek to promote and encourage a healthy and happy lifestyle.
In pursuing excellence, we take a robust approach to clinical governance and safeguarding, underpinned by national and international standards and legal and regulatory frameworks. We seek to be honest, transparent and fully accountable in all matters.
In our eyes, quality of care and quality of life are synonymous. We invest significant resources towards professional development to enable and empower our staff to take ownership of the care that Silver Stream provides.
We want our staff to be happy and believe that care team longevity and tenure is paramount to ensuring that a genuine relationship is established between staff and residents, thus allowing for care planning to be person centred and natural.
We endeavour to enhance wellbeing through care, comfort and community and are committed to delivering quality outcomes, providing peace of mind for you and your family.
Silver Stream’s central philosophy is to provide quality person centred care pathways, where residents are offered choice in their way of life and are consulted and participate in decisions regarding their care.
Our vision is to create a community environment where residents are supported and encouraged to retain their highest level of ability, autonomy and independence.
As a group, we benefit from a shared community and we encourage our residents, staff, family, friends, advocates, representatives and visitors to communicate with and support each other.
We promote an environment that is conducive to all community members being able to access information, raise issues and make suggestions and complaints in the spirit of openness and partnership.
We also place emphasis on communication, consultation and participation between our community members and the wider community of healthcare professionals, charitable organisations and groups involved with care of the older person. Working together as a group ensures that we are continually exploring new ways to adapt and evolve in order to deliver quality assurance, innovation and continuous improvement.
Choosing residential care is a life changing decision but it can be a hugely positive one. We hope that when you choose Silver Stream that you have a sense of being at home and know that your family are joining our family.
Voicing a Concern
Silver Stream Healthcare Group Nursing Homes provide 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.
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.
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, as follows:
Director of Nursing
01 833 5455
045 406 628
Leeson Park (Including Penthouse Suite)
01 497 6500
Hima Bindu Telagalapalle
01 825 6101
01 842 3474
01 454 2374
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 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.
- Contact management
- Appealing a Complaint
- Assistance with Complaints
- Referral of Complaints
If you have any concerns, or wish to raise any issues, you can contact our management team by completing the form below and clicking the ‘Send’ button. We will direct your concern(s) to the relevant party and have them contact you as soon as possible.
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 and 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.
The Appeals Officer for Silver Stream Healthcare Group is Kevin Beary. A letter of appeal can be sent to Kevin at Silver Stream Healthcare Group, Head Office, Ratoath, Co. Meath, A85 YW73, Ireland.
Silver Stream Healthcare Group provides a dedicated Advocacy Services Manager, who is available to give support and offer assistance when making a complaint or reporting a concern.
The advocacy service is available across all seven homes in the Silver Stream Health Care Group. The service is independent of Silver Stream and has a direct reporting relationship with Senior Management. The main focus of the service is the ongoing support and development of the residents committee in each home and also the Relatives Information and Support Groups. One-to-one consultations and visitations are available via referrals from Directors of Nursing, residents and their relatives, friends or any member of staff. Where circumstances dictate other specialised advocacy services will be utilised. e.g. Those provided by the Irish Advocacy Network, the Alzheimer Society or the Dementia Rights Advocacy Service.
Silver Stream Healthcare is committed to ensuring all residents are cherished and supported in pursuing a happy and fulfilling life, within a framework which protects their rights, empowers them to articulate their views and enables them to access independent, confidential and professional representation to advise and negotiate on their behalf as appropriate. Each home has a Residents Committee which meets on a monthly basis and also a Relatives Information and Support Group which meets every three months. These services are managed by the Silver Stream Advocacy Service which also provides visitations and individual consultations. Many needs for improvement can be addressed through these forums.
Main Purpose of the role
- To speak on behalf of residents.
- Empower residents to take control of their lives.
- Pastoral – to comfort and support.
- Participate in Silver Stream Governance and Audit Programme.
Martin Bray – Advocacy Services Manager – tel: 01 825 4265, email: firstname.lastname@example.org, mobile: 086 8714830.
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.
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.
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
18 Lower Leeson Street
Lo-call: 1890 223030
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:
Become part of Silver Stream Healthcare Group
Silver Stream Healthcare Group are one of the largest, professionally administered nursing home groups in Ireland. We currently operate seven nursing homes in Dublin, Meath, Wicklow and Tipperary.
Over the years, the group has expanded through a combination of acquisitions and new site developments. We intend to bring a number of independent single homes and small groups under a common ownership to allow them to benefit from our central service centre, including finance, HR, sales and marketing support.
Our strategy is to support owner managers of single independent sites and small groups to plan for the future. We can provide an opportunity for business owners to sell their business and retire or pursue other interests (or a phased retirement strategy).
Why Join Silver Stream Healthcare Group?
- All our homes focus on the ‘home from home’ care experience. We are united in our approach.
- Each home retains its individual style and atmosphere, no two homes are alike.
- Peer support. Our experienced staff recognise the benefit of calling on one another when advice is needed.
- Business, finance and clinical support. There is a wealth of expertise available in our Support Office.
- Marketing, HR, training and recruitment.
- Continuing professional development. We provide ongoing opportunities for training and development to all our staff.
- Staff have flexibility. Flexibility on location whilst staying a part of the Silver Stream team, and flexibility on hours of work.
- Property maintenance, investment and management.
About Silver Stream Healthcare Group
The company was founded in 1993 and is managed centrally from our Support Office in Ratoath, Co. Meath.
Silver Stream’s central ethos is to provide quality person centred care, where residents are offered choice in their way of life and are consulted and participate in decisions regarding their care.
Our vision is to create an environment where residents are supported and encouraged to retain their highest level of ability, autonomy and independence. We very much embrace the changing cultures of care, transitioning away from a medical model towards care that is not only person centred, but also person directed.
In our eyes, quality of care and quality of life are synonymous. We invest significant resources towards professional development to enable and empower our staff to take ownership of the care we provide. We want our staff to be happy and believe that care team longevity and tenure is paramount to ensuring that a genuine relationship is established between staff and residents, thus allowing for care planning to be person centred and natural.
About Waterland Private Equity
Waterland Private Equity is the majority shareholder in Silver Stream. It is an independent private equity firm founded in the Netherlands in 1999. Over the last 20 years, it has made investments in over 500 companies in 85 different markets. Waterland teams are based in the United Kingdom, Ireland, Netherlands, Belgium, Germany, Poland, Switzerland, Denmark and operate across Europe.
Waterland invests in high quality, growing businesses active in markets that fit within four growth themes (outsourcing and efficiency, leisure and luxury, ageing population and sustainability) and have the potential to execute a buy and build strategy. Businesses supported by Waterland are led by ambitious management teams that have a track record of fostering growth.
Waterland has a long and successful track record of:
- delivering buy and build
- investing in multi-site healthcare services, businesses and markets
- investing in the elderly residential care market
Waterland made its first investment in the Irish elderly residential care market in July 2019, acquiring Silver Stream Healthcare Group.