Our Complaints Policy
Marymount Care Centre’s goal is to ensure that our residents have the best experience possible, however where this is not the case, we welcome feedback, comments and complaints about the service we provide, and we see this as an opportunity to learn from and improve on the service we provide for the future. Our staff receive training in complaints management, and our aim is to take all complaints seriously and every effort is made to thoroughly investigate and resolve them as promptly, openly and transparently as possible. Should a resident or family member (Definition of the family “a close friend, or a person involved in promoting the health, welfare and wellbeing of a resident”, in addition to the normal requirements of a member of the residents’ family and a carer of a resident”) have a complaint about any aspect of the care or service provided in Marymount Care Centre, our complaints and appeals procedure may be followed.
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Step 1: In the first instance, a complaint may be made verbally to a member of the nursing staff on duty who will aim to deal with the complaint promptly if possible. Should the nursing staff member be unable to deal with the complaint it will be referred to the Clinical Nurse Manager, the Assistant Director of Nursing, or the Director of Nursing. A complaint may also be made at reception, where this will then be referred to the Clinical Nurse Manager, the Assistant Director of Nursing or the Director of Nursing.
Step 2: A complaint may also be raised at our monthly advocacy meetings, or on our annual satisfaction questionnaire.
Step 3: Where complaints are not resolved, they shall proceed to the Nominated Complaints’ Officer (NCO) for Marymount Care Centre, Director of Nursing Catherine Tighe.
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Director of Nursing address: Marymount Care Centre, Westmanstown, Lucan, Co. Dublin
Email: catherine.t@mmcc.ie
An acknowledgement in writing (email or letter) shall be sent to the complainant within five days of the receipt of the complaint.
The Nominated Complaints’ Officer shall undertake an investigation of the complaint. During the investigation, the Nominated Complaints Officer shall gather evidence to determine if the complaint is warranted. The investigation may take different forms depending on the nature of the complaint, with the Nominated Complaints’ Officer determining the level of investigation required. This shall be completed within 30 working days of receipt of complaint. Where the investigation takes more than 30 working days, the Nominated Complaints’ Officer shall liaise with the complainant and inform them of same. (HSE 2008).
When the investigation is completed, the Nominated Complaints’ Officer shall determine if the complaint has been verified or not. The outcome shall be documented and communicated in writing to the complainant.
In the event that the complaint was not resolved at local level, the Director of Nursing will refer the complaint to the Registered Provider Conor McNulty who will endeavour to resolve the complaint.
Where the complaint has been verified, a non-conformance is raised. Where the complainant is satisfied, the outcome is documented.
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Step 4: Where the complainant is not satisfied with the outcome, they are advised regarding the review process and are referred to the Nominated Complaints Reviewer, Registered Provider Conor McNulty (conor@mmcc.ie)
Step 5: In the event that the complainant remains unsatisfied at this stage then they will have their complaint referred to the Independent Appeals Officer. All referrals to the Independent Appeals Officer (IAO) should be made in writing and directed to the support of an independent person.
Eileen Gallagher is the nominated Independent Appeals Officer. Our aim is to resolve complaints within twenty working days.
If you have a serious concern that you feel you cannot address at local level, you can contact:
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Social Inspectorate division of Health Information and Quality Authority (HIQA) at: Telephone: 021-2409660
Email: inspections@hiqa.ie
Address: Chief Inspector, HIQA, Social Services Inspectorate, 1301 City Gate, Mahon, Cork.
Step 6: Complaint Procedures and the Ombudsman
If residents have complained to Marymount Care Centre and are not satisfied with the outcome of the complaint, the resident can contact the Office of the Ombudsman. The Ombudsman provides an impartial, independent and free service.
By law, the Ombudsman can examine complaints about any of our administrative actions or procedures as well as delays or inaction in our dealings with residents. The Ombudsman's remit relates to complaints about actions which occur on or after 24 August 2015. The Ombudsman cannot examine complaints about actions which occurred before that date with the exception of complaints from residents eligible to complain under "The resident’s Service The resident’s Say" (Residents whose place is provided under a contract with the HSE).
Contact details are as follows:
The Office of the Ombudsman
18 Lower Leeson Street Dublin 2.
Phone: Nominated 1890 22 30 30 or (01) 639 5600.
Email: ombudsman@ombudsman.gov.ie or nursinghomes@ombudsman.gov.ie
Residents can also make a complaint online using the online complaint form via www.ombudsman.gov.ie.
We appreciate your comments and are always willing to listen as we endeavor to improve and maintain our high standards of care.