Patient Complaints Policy - Rotunda Hospital

Patient Complaints Policy

emain within this structure or he/she may decide to proceed to theHSE and/or the Ombudsman.3.5 The Complaints Manager is responsible for forwarding the complaintto the appropriate Head of Department, who will investigate andformulate a response. The Complaints Manager will issue the responseto the complainant with resolution and follow up if required.3.6 If the complainant is dissatisfied with the written resolution he/she mayseek an independent review by writing to the Complaints Section. TheComplaints Section will forward the complainant to the Master and theMaster will appoint an independent reviewer. Following the review, ifthe complainant is still dissatisfied he/she may refer to the HSE orOmbudsman for further investigation.3.7 Clinical Complaints are not handled within this policy, however theyshould still be forwarded to this office to be handled under theHospital’s Clinical Complaints Policy.4.0 Confidentiality4.1 Complainants should be aware that information regarding theirattendance at the hospital may be shared with the relevant staff in orderto process their complaint.4.2 Where a Complaint is made by a Third Party on behalf of a Patient,confidentiality of the Patient will be maintained. Information relevantto the patient will not be discussed with the Third Party without thewritten permission of the Patient. Should the Complaints sectionconsider that the information required to process the complaint isconfidential to the Patient they will seek the Patient’s approval beforeproceeding with a response to the complainant.4.3 Information regarding complaints will be held on paperfile andelectronically within the Information Management Department.