This page gives information on the kinds of support that are available if you have queries, concerns, compliments or complaints.
The patient liaison service offers confidential help and advice for patients, families and carers. We have a team of three patient liaison officers who can help you in many ways:
We will always ask your permission before your personal information is discussed with others. We can also talk to staff, management and other organisations on your behalf. For further information, please see our patient liaison service information leaflet.
If you had a good experience at the Mater Hospital and would like to thank the staff who cared for you, you can let us know. Please send your message to firstname.lastname@example.org.
You can also provide feedback using our feedback form below. You can email this to us or you can print and send the completed form in by post to the address provided.
For more information on providing feedback, please see our taking your feedback seriously information leaflet here.
When designing our hospital systems and services, it is important to us to take the views and opinions of our patients into account. We are currently looking for patients who are interested in becoming involved in our patient groups and forums. If you are or have been a patient with us at the Mater Hospital, and are interested in getting involved as a patient representative, please contact our Patient Liaison Office by email at email@example.com or by telephone at the numbers provided above with your contact details.
Sometimes things don’t go just as you would like them to. We’d like to know about it so that we can try to put matters right. There several ways for you do this.
Talk to the ward manager or nurse in charge. They will listen to you, agree what actions to take and update you on progress that is made. Many problems can be resolved quickly by talking things through, avoiding the need for a formal complaint.
Please ask the staff at the registration area to put you in touch with the appropriate person to speak to in the department.
If you feel you are unable to discuss your concerns with the ward or clinical staff, please contact our patient liaison service at one of the numbers provided or by email. Our patient liaison officers will help you to resolve your issue without you having to make a formal complaint. They can also tell you more about our complaints procedure and how to contact an independent advocacy service.
You can discuss your concern with your nurse or doctor, or ask to speak to the site nurse manager on duty. If you feel your concern needs further attention, please leave a message with the patient liaison service.
Some people can be worried about raising a concern or complaint about their care or the care of someone close to them. Please don't be. We want to provide the safest, highest quality of care. Your feedback will help us to keep improving.
If it hasn't been possible to resolve your concerns locally, you have the option to make a formal complaint in writing.
We suggest you give the following information when you are making a formal complaint on your own behalf.
Below are some of the key areas that you should cover in your summary of the complaint.
Healthcomplaints.ie provides information on how to make a complaint or give feedback about health and social care services in Ireland.
If you ask a friend or relative to write your complaint on your behalf, we will ask you to sign a consent form. This will give us permission to disclose your personal information to this person.
On occasion, the PLO will recommend a face-to-face meeting with the healthcare professionals involved. The PLO will organise and attend the meeting to support you. For further information please see our patient information leaflets.
If you are not happy with the written response, you can ask for a review from:
Dr Carmel Sheridan
Director of Quality
Ireland East Hospital Group
Royal Hospital Donnybrook
You can also contact the ombudsman at any time to ask for a review.
Office of the Ombudsman
18 Lower Leeson Street
Tel: (01) 639 5600
LoCall: 1890 22 30 30 (from outside the 01 area)
Fax: (01) 639 5674
If you are a patient who had open heart surgery at the Mater Hospital in the last 5 years, please complete this online patient form to ensure that we have your correct contact details to enable us to contact you.