emeis Complaints policy
Complaints Policy
Whilst we at emeis Ireland we always strive to provide high quality care and services to all residents, we also appreciate that at times you may wish to raise a concern or complaint. We take all concerns and complaints seriously and consider them as an opportunity for us to listen, learn and make improvements.
Should you wish to make a complaint or raise a concern:
- In the first instance you can speak with the Nurse on Duty
- Your complaint will be recorded and discussed with the Director of Nursing
- You can write or schedule a meeting with the Director of Nursing who is the Nominated Complaints Officer
- Your complaint will be acknowledged within 5 working days
- All complaints/concerns are investigated
- You will be provided with a response including findings, and any actions taken within 30 working days
- If the Director of Nursing needs more time to investigate your complaint they will contact, you
- If you feel that your complaint has not been addressed properly you may request an appeal by writing to the Nominated Review Officer, Ms. Elaine Keane who will ensure 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.
- Ms. Elaine Keane, emeis Ireland, 1st Floor, 14 Riverwalk, Citywest Business Campus, Dublin 24. D24 XN32
- You may also ask the Office of The Ombudsman to examine your complaint: Telephone: 01 639 5600; Email: complaints@ombudsman.ie Website: ombudsman.ie, Twitter: @OfficeOmbudsman
If you need assistance with making a complaint or at any stage during the complaints process, please let us know. You make also nominate a family member, friend or advocate to act on your behalf. We will of course check that they have your permission. Independent advocacy service are available, see details below:
www.patientadvocacyservice.ie or call 0818 293003 for information.