Feedback & queries

This page gives information on the kinds of support that are available if you have queries, concerns, compliments or complaints. 

Patient liaison service

Our patient liaison service offers confidential help and advice for patients, families and carers. We have a team of three patient liaison officers in the hospital who can help you in many ways including:

• Get you the information you need about hospital services.
• Listen and respond to your questions, concerns or compliments.
• Help you resolve any problems or issues that you have about our hospital services.
• Give you information about our formal complaints process and independent support services.

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.

Patient compliments and general feedback

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 patientservices@mater.ie

You can also provide feedback using our feedback form below.

• Complete the patient feedback form

For more information on providing feedback, please see our taking your feedback seriously information leaflet here.

• Please find a copy of our Privacy Notice here.

Independent advocacy services

For free, independent and confidential patient advocacy services, please visit the patient advocacy service website here for information or call them directly on (national phone line) 0818 293003. 

Your voice is important to us

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 patientservices@mater.ie or by telephone at the numbers provided above with your contact details.

How to raise a concern or make a complaint about patient care

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.

If you are a patient or visiting an inpatient:

Talk to the nurse 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.

If you are an outpatient:

Please ask the staff at the registration area to put you in touch with the appropriate person to speak to in the department about an issue.

If you would rather talk to someone outside the ward or 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.

If you have a concern or complaint during the evening or night time:

You can discuss your concern with your nurse or doctor, or ask to speak to the nurse manager on duty. If you feel your concern needs further attention, please call the patient services telephone number and leave a message with the patient liaison service.

Will raising a concern affect your (or your relative's) care:

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.

Formal complaints

How to make a formal complaint:

If it hasn't been possible to resolve your concerns locally, you have two options to make a formal complaint in writing.

You should do this as soon as possible. The timeframe for making a complaint is 12 months after the event (or within 12 months of becoming aware that you have cause to complain).
 

Mater Hospital Complaint Officers:

Cora Herbert patientservices@mater.ie
Audrey Sinnott patientservices@mater.ie
Yvonne Twomey patientservices@mater.ie

Send your complaint by post

You can post your complaint in writing to us at the address below:

Patient Services Department
Mater Hospital
Eccles Street,
Dublin 7.

Send your complaint by email

You can submit your complaint in writing by emailing us at patientservices@mater.ie.

What should be included in a formal complaint?

We suggest you give the following information when you are making a formal complaint on your own behalf.

• Your name, contact details and your medical record number if you know it
• A postal address for correspondence
• Your email address and telephone number, if you would like to be contacted in these ways
• A summary of your complaint

Below are some of the key areas that you should cover in your summary of the complaint.

• What happened?
• Who was involved?
• When did it happen?
• Where did it happen?
• How did it happen?
• Why did it happen?
• What is your desired outcome?

Healthcomplaints.ie provides information on how to make a complaint or give feedback about health and social care services in Ireland. This link also provides information on independent advocacy services.

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.

What happens after you make a formal complaint?

• We will assign a patient liaison officer (PLO) to your case.
• The PLO will acknowledge your complaint within five working days of receiving it. They will assess your complaint and identify all the key issues raised. The PLO will then examine your case and will keep you informed of progress.
• When the PLO has finished their examination, they will write to you outlining the outcome/findings.
• The PLO will set out what actions (if necessary) the Mater Hospital will take when our service has fallen below the expected standard.

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. 

What you can do if you are not happy:

We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman.

The Ombudsman is fair, independent, and free to use. The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint). The best way to contact the Ombudsman is by:

• Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
• Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
• Calling the Ombudsman on 01 639 5600 if you have any queries.

You can also contact the Director of Quality, Risk and Patient Safety at Ireland East Hospital Group (IEHG) within 30 days following receipt of the complaint report by:

• Email: feedback@iehg.ie
• Writing to: IEHG, One Kilmainham Square, Kilmainham Square, Inchicore Road, Dublin 8, D08 ET1W