There are supports for people who want to give feedback and:
- need help independent of the HSE
- have a disability
- are not fluent in English
- are a child or under 18
Things you can do
Always ask if someone needs help and any special requirements they may have.
If they need help, ask them how you can help. Find out how they would like you to communicate with them and listen to them.
Check with your line manager if you're unsure how to help someone.
Free and independent support
You can tell people they may be able to get free help and support independent of the HSE. They can get this through the different advocacy services.
These include advocacy services for people with different health conditions, age, ability or ethnic minority.
Complaints about public acute hospitals or nursing homes
If they need help to make a formal complaint about a public acute hospital or nursing home, they can get help from the Patient Advocacy Service.
Phone: 0818 293 003
info@patientadvocacyservice.ie
Vulnerable older people and people with a disability
Some people may be able to get help to make a complaint from the Office of the Confidential Recipient. This is independent of the HSE.
The confidential recipient is a person who can act as a voice for vulnerable older people and people with a disability.
Your Service Your Say process easy reads
Give a Your Service Your Say process guide to someone if it will help them.
Overview of Stage 1 of the Your Service Your Say process (PDF, size 349 KB, 2 pages)
Overview of Stage 2 of the Your Service Your Say process (PDF, size 567 KB, 6 pages)
Overview of Stage 3 of the Your Service Your Say process (PDF, size 412 KB, 5 pages)
Supporting someone with a disability
If you would like to better support someone with a disability, contact an access officer where you work.
Find out how to make services accessible and communicate with people who have a disability in HSE's guidelines on accessible services.
If someone is not fluent in English
If someone is not fluent in English they may have someone with them who can translate for them.
If they do not, you can check with your line manager if it is possible to get a translator.
We have information leaflets and feedback forms in 24 languages.
If they use any of these languages:
- print a leaflet and form in their language
- tell them to go to hse.ie/feedbacklanguages
- show them the QR code on a Your Service Your Say poster
Tell them they can:
- email their feedback to yoursay@hse.ie
- complete a form and send it to us
If they are a child or under 18
If a child wants to give feedback, treat them seriously and handle the feedback quickly.
They have the right to give feedback and be listened to.
Non-urgent advice: Contact your line manager immediately if:
- you are concerned for a child's safety or wellbeing
- there is an allegation of abuse of a child
Check if there are reasonable grounds to report a concern to Tusla.
When a child tells you they have had a bad experience or wants to give feedback:
- Reassure them that their feedback is welcome - we want to know what they have to say about their care.
- Reassure them that what they tell you will not be shared unless they or another child is at risk.
- Tell them about all the different ways they can send feedback.
- Give them the child-friendly leaflet and feedback form and offer to send it for them when they have completed it.
Always inform your line manager of any concerns, reports and actions you take.
Parents and guardians
Any child can give feedback without a parent or guardian.
If a complaint moves to stage 2 of the complaints process, a complaints officer will usually tell the parent or guardian.
In some cases a child may not want them to know - the complaints officer will decide the best approach.
A parent or guardian can also make a comment or a complaint for a child. When that happens, ask for the child's view too.