We welcome and value your feedback as an important part of our commitment to quality care. If you would like to share a compliment, raise a concern, or make a complaint, please use the appropriate form below. All feedback is treated with care, diligence, and respect.
Resident / Family Complaint Form
Please share your compliments or positive feedback about our nursing home, staff, or services below.
Resident / Family Complaint Form
Please utilise this form to submit any concerns or complaints.
Complaints are acknowledged by the complaints officer within 5 working days.
Complaints Policies and Procedures
The complaints policies and procedures in our centre incorporates the handling, investigation, and review of complaints about any aspects of service, care, and treat provided in, or on behalf of our centre. This process is open, honest, and strictly confidential and we would urge you to direct your comments to the Director of Nursing in the first instance.
We encourage family participation in your care and therefore welcome comments from anyone acting on a residents’ behalf. We will of course check that they have the residents’ permission. We are interested in your feedback to ensure that our service is continually reviewed and refined in line with best practice and resident choice. There are several ways in which you can share your views/participate in the consultation process:
Making a Complaint: Residents or any other person can make a complaint by contacting the complaints officer directly. Complaints can be submitted via phone, email, or in person.
Acknowledgement of Complaints: Complaints will be acknowledged within 5 working days from receipt of the complaint.
Investigation and Conclusion: Complaints are investigated and concluded as soon as possible and no later than 30 working days after receipt. A written response will be provided to the complainant, informing them whether their complaint has been upheld, the reasons for the decision, any recommended improvements, and details of the review process.
Review Officer: The nominated review officer is responsible to carry out a review, at the request of the resident, of a decision made by the complaints officer about whether their complaint has been upheld or not, (Health act 2007 (care and welfare of residents in designated centres for older people) (amendment) regulations 2022).
The review will be conducted and concluded no later than 20 working days after receipt of the request for review. The Provision of a written response informing the complainant of the outcome of the review will be sent. If there is any delay with the review process the complainant will be informed.
Location of Complaints and Appeals Procedure: The complaints and appeals procedure are accessible to residents, family members, and visitors. Information regarding the complaint’s procedure is available upon request and is also be displayed in common areas.
Appeals Process: If a complaint remains unresolved, an independent appeals review can be sought.
Residents or complainants not satisfied with the decision on their complaints about administrative actions, procedures, delay, or inaction. Residents have access to independent advocacy services for support and assistance throughout the complaints and appeals process.
Complaints Process and Advocacy Services
At Moorehall Living Balbriggan, we are committed to addressing complaints promptly and ensuring that individuals receive necessary assistance and support throughout the process.
Assistance and feedback are provided to complainants throughout the complaints process. Individuals are encouraged to reach out to the designated complaints officer and review officer for any questions or concerns they may have. These officers are dedicated to addressing complaints effectively and providing regular updates on the status of the complaint.
Where the complainant is not satisfied with an appeals process, they have recourse to the Office of the Ombudsman. The Ombudsman provides an impartial, independent and free service. By law the Ombudsman can examine complaints about any of our administrative actions or procedures as well as delays or inaction in our dealings with you. Contact details are as follows:
We understand the importance of providing additional support to residents who may require advocacy services. The Patient Advocacy Service and SAGE, offer independent, free, and confidential support to residents who wish to make a complaint about their care experience in a nursing home. Contact details for the Patient Advocacy Service and SAGE are prominently displayed on all notice boards within the facility. Residents are assisted in accessing these independent advocacy services as needed, ensuring their concerns are heard and addressed effectively.
Overall, the complaints procedure at Moorehall Living Balbriggan is designed to be open, honest, and strictly confidential, with a focus on resolving complaints promptly and effectively to ensure resident satisfaction and quality care.