This page gives information on the kinds of support that are available if you have queries, concerns, compliments or complaints.
Our Patient Liaison Service offers help, support and advice for patients, families and carers. We can help you in many ways including:
We will always ask your permission before your personal information is discussed with others.
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 email@example.com
You can also provide feedback using our feedback form below.
For more information on providing feedback, please see our taking your feedback seriously information leaflet here
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.
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 firstname.lastname@example.org 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 are several ways for you do this.
If you are a patient or visiting an inpatient:
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.
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.
If it hasn't been possible to resolve your concerns locally, you should 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).
|Complaint Officer||Address||Contact Telephone|
|Cora Herbert||Mater Misericordiae University Hospital, Eccles Street, Dublin 7||01 803 email@example.com|
|Audrey Sinnott||Mater Misericordiae University Hospital, Eccles Street, Dublin 7||01 803 firstname.lastname@example.org|
|Yvonne Twomey||Mater Misericordiae University Hospital, Eccles Street, Dublin 7||01 803 email@example.com|
|Updated 01/09/2023 - next update 01/03/2024|
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. 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.
On occasion, the Complaint Officer will recommend a face-to-face meeting with the healthcare professionals involved.
We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can:
Ireland East Hospital Group
Contact the "Review Officer" at Ireland East Hospital Group (IEHG) within 30 days following receipt of the complaint report to request a review of the recommendations made by:
Writing to: "Request for Review" IEHG, One Kilmainham Square, Kilmainham Square, Inchicore Road, Dublin 8, D08 ET1W
Office of the Ombudsman
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:
Your voice is important to us !
When designing our hospital systems and services, it is important that we 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 firstname.lastname@example.org or by telephone at the numbers provided above with your contact details.