Management of Complaints

Procedure for Management of Complaints:St. Brendan’s Unit will provide an accessible and effective procedure for dealing with complaints, which includes a review process, and shall--

(1) make each resident aware of the complaints procedure as soon as is practicable after the admission of the resident to St Brendan’s Unit, and
(2) display a copy of the complaints procedure in a prominent position in St Brendan’s Unit, and on our website www.stbrendansvillage.com
(3) ensure that the complaints procedure provides for the following:
- (a) the nomination of a complaints officer to investigate complaints;
(b) that complaints are investigated and concluded, as soon as possible and in any case no later than 30 working days after the receipt of the complaint;
(c) the provision of a written response informing the complainant whether or not their complaint has been upheld, the reasons for that decision, any improvements recommended and details of the review process;
(d) the nomination of a review officer to review, at the request of a complainant, the decision referred to at paragraph (c);
(e) that a review is conducted and concluded, as soon as possible and no later than 20 working days after the receipt of the request for review;
(f) the provision of a written response informing the complainant of the outcome of the review;
(g) the provision of a written response informing the complainant when the complainant will receive a written response in accordance with paragraph (b) or
(e), as appropriate, in the event that the timelines set out in those paragraphs cannot be complied with and the reason for any delay in complying with the applicable timeline; and
(h) that the persons nominated under paragraph (a) and (d) should not be involved in the subject matter of the complaint, and as far as is practicable, shall not be involved in the direct care of the resident. Informal Consolidation of the Health Act 2007 (Care and Welfare of Residents in Designated Centres for Older People) Regulations 2013 as of March 2023

St Brendan’s Unit will take such steps as are reasonable to give effect as soon as possible and to the greatest extent practicable to any improvements recommended by a complaints or review officer.
We will ensure that a resident:
(a) has access to records and information in relation to the complaint, subject to the law, and
(b) is not adversely affected by reason of the complaint having been made by them or by any other person, whether or not that person comes within the definition of complainant or not.
St Brendan’s High Support Unit will offer or otherwise arrange for such practical assistance to a complainant, as is necessary, for the complainant to –
(i) understand the complaints process,
(ii) make a complaint in accordance with the St Brendan’s complaints procedure,
(iii) request a review in a case where he or she is dissatisfied with the decision made in relation to his or her complaint, or
(iv) refer the matter to an external complaints process, such as the Ombudsman; and (b) St Brendan’s High Support Unit may, where appropriate assist a person making or seeking to make a complaint, subject to his or her agreement, to identify another person or independent advocacy service who could assist with the making of the complaint.
St Brendan’s High Support Unit will ensure that:
(a) all complaints received, the outcomes of any investigations into complaints, any actions taken on foot of a complaint, any reviews requested and the outcomes of any reviews are fully and properly recorded and that such records are in addition to and distinct from a resident’s individual care plan; and
(b) as part of St Brendan’s High Support Unit annual review, as referred to in Part 7, a general report is provided on:
(i) the level of engagement of independent advocacy services with residents, and
(ii) complaints received, including reviews conducted.
St Brendan’s High Support Unit will ensure that –
(a) nominated complaints officers and review officers receive suitable training to deal with complaints in accordance with the designated centre’s complaints procedures, and Informal Consolidation of the Health Act 2007 (Care and Welfare of Residents in Designated Centres for Older People) Regulations 2013 as of March 2023.
(b) all staff are aware of the designated centre’s complaints procedures, including how to identify a complaint.
Our staff must follow St Brendan’s Complaints Policy and Procedures and report all complaints (including verbal complaints) about any aspect of our services to Ms Edel Dunican, our Person -in -Charge or the most senior nurse on duty.

Who can complain?

Any resident in St Brendan’s can make a complaint.
Anyone who is affected by, or may be affected by an action, omission or decision of St Brendan’s High Support Unit may also make a complaint.
Staff
A relative or representative may wish to make a complaint either on a person’s behalf or because they have concerns about a person’s treatment or care. In such a case, unless there are special circumstances, then the resident’s written permission to provide confidential information will be required before a complaint can be investigated.

Should the complainant require assistance or advice, their Next of Kin can assist the person with making a complaint or help him/her with contacting their advocate, details of which can be obtained from reception or from the activities co-ordinator. Where the complainant does not wish to express his/her dissatisfaction or concerns to he/she can:
Be furnished with a copy of the complaints form and fill it out at his/her convenience and return it for the attention of the complaint’s officer.
Speak directly to the Internal Review Officer at St Brendan’s High Support Unit – Dara McNea
Email their complaint to [email protected] or managersstbrendans@gmail.com
Write a letter to Ms Edel Dunican, Person -in Charge, at St Brendan’s High Support Unit, Mulranny, Co Mayo, F28 A386
As part of the St Brendan’s complaint process our Internal Review Officer Dara McNea (098 36027) is available to residents should they require a review of the complaint process outcome.
A list of independent advocacy services is available at the back of this document and on the information board, located in the reception area in St Brendan’s including SAGE/ Resident Advocacy Services.

As per Offices of Ombudsman (2015)

“If you are not happy with this complaint outcome you may contact the Offices of the Ombudsman.”
The contact details are as follows:         The Office of the Ombudsman
18 Lower Leeson Street    Dublin 2            Phone Lo Call 1890 22 30 30 or 01 639 5600
Email: [email protected]
You can also complain online using the online complaint form www.ombudsman.gov.ie
A copy of our Complaints Policy is available from our Nurse in Charge or at www.stbrendansvillage.com
Obtaining Assistance in Making a Complaint:Ms Edel Dunican, Person in charge St Brendan’s High Support Unit is available to provide information on and assistance with making a complaint. However, should a resident request the assistance of their independent advocate, or independent advocacy service, this will be arranged.
Monitoring and Continuous Improvement:The PIC and the registered provider representative meet monthly to review any incidents/accidents and complaints. All complaints are reviewed at the Clinical Governance meetings and our regular staff meetings as part of the clinical governance process. Improvements required are handled by the clinical governance committee who ensure that relevant information from learning is disseminated to appropriate staff.
The registered provider representative and PIC Edel Dunican monitors the documentation and recording of complaints and any investigations undertaken. A root cause analysis is completed on all complaints.
A list of advocacy services is available at the back of this document and on the information board, located in the reception area in St Brendan’s. If you would like a copy of our complaints policy, you may obtain one from reception.

Reporting Concerns to the Health Information and Quality Authority (HIQA):
A person can also notify the Health Information Quality Authority (HIQA) of a concern about a service. While HIQA is unable to investigate individual complaints about a health or social care service under the Health Act 2007, it will listen to what a complainant has to say and use this feedback to establish if a service is safe, effective, caring and well managed. Concerns or complaints can be communicated by telephone, email or by writing a letter to HIQA. The contact details are as follows:
                                                               Health Information & Quality Authority
Unit 1301,
City Gate,
Cork,
T12 Y2XT
Telephone : (021) 240 9300

Management of complaints