Complaints handling for all HSE staff
How to handle complaints and feedback
Clinical judgement
Guidance for clinical staff (PDF, 320.3 KB, 21 pages)
Clinical judgment pathway (PDF, 468.2 KB, 1 page)
Clinical judgment pathway for informal resolution (PDF, 459 KB, 1 page)
Clinical judgment pathway for formal investigation (PDF, 343.3 KB, 1 page)
Supports for staff
Training to help you handle complaints and feedback
Helping someone who is angry or upset
Ways to mind your wellbeing
Staff who are the subject of a complaint
Complaints staff
Complaints management process (PDF, 720 KB, 1 page)
Timeframes for the complaints management process (PDF, 494.9 KB, 1 page)
Guidance on which learning forms to complete (PDF, 942 KB, 6 pages)
Point of Contact Resolution and Escalation Form (Word doc, size 25.4 KB, 1 page)
Compliment Submission Form (Word doc, size 30 KB, 1 page)
Complaints management system manuals and forms
Data protection and information you send to public representatives (TDs, senators, MEPs and local representatives)
Complaints officers
Handling complaints and feedback for complaints staff
Resources for complaints Officers investigating complaints
Poster: Assessing a Complaint (PDF, 569.1 KB, 1 page)
Stage 2: Complaints Officers Letter Pack (Word Document, 270 KB, 46 pages)
Complaints management system and data protection information for the public (Word doc, 15 KB, 1 page)
Anonymised Learning Notification Form (PDF, 447 KB, 1 page)
Anonymised Learning Notification Form (Word doc, 50 KB, 1 page)
Guidance on which learning forms to complete (PDF, 942 KB, 6 pages)
Review officers
Internal review process for review officers
Stage 3: Review Officers Letter Pack (Word Document, 280 KB, 47 pages)
Resources for review officers investigating complaints
Guidance on which learning forms to complete (PDF, 942 KB, 6 pages)
Anonymised Learning Notification Form (PDF, 447 KB, 1 page)
Anonymised Learning Notification Form (Word doc, 50 KB, 1 page)
Accountable officers
Standard letters for use by Accountable officers for YSYS Stage 2 and 3 complaints or reviews (Word doc, 164 KB, 12 pages)
Complaints managers
Complaints manager Stage 3 review template letter (Word doc, 133 KB, 2 pages)
Anonymised Learning Summary Casebook Form (PDF, 677 KB, 1 page)
Anonymised Learning Summary Casebook Form (Word doc, 45 KB, 1 page)
Guidance for the appointment of complaints officers and review officer (PDF, 833 KB, 5 pages)
Complaints officer appointment form (Word doc, 30 KB, 3 pages)
Review officer appointment form (Word doc, 29 KB, 3 pages)
Appointment revocation notification (Word doc, 40 KB, 2 pages)
Guidance on which learning forms to complete (PDF, 942 KB, 6 pages)
Voluntary agencies and providers
Guidance on complaints handling and statistics
Complaints management system manuals and forms
