St Patrick’s Mental Health Services (SPMHS) recognises the importance of receiving continuous feedback from our service users and all those involved in our activities, and we welcome such feedback. This feedback enables the hospital to continue to deliver a high-quality service and to place the welfare and needs of the service users at the forefront of all of our activities. We are committed to the protection of children and vulnerable adults. We are committed to ensuring that all complaints and comments are given fair consideration, and where appropriate are investigated and resolved.
The complaints procedure is set out in the Family and Service User Information booklet which is given to every service user on admission and also in the Service User and Family Charter of Rights and Responsibilities which is displayed throughout the hospital.
Complaints can be made verbally to any member of staff, submitted electronically using the form below, in writing to the Clinical Governance Department or via email to firstname.lastname@example.org, by telephone to the Clinical Governance Department (012493200) or through the comment card procedure in SPMHS. Complaints/ Comments/ feedback forms are situated throughout the hospital and wards and in the Wellness and Recovery Centre and Dean Clinics. Completed forms can be placed in the box provided. The Clinical Governance Office will acknowledge receipt of the complaint within five working days.
Staff aim to handle complaints in an open and constructive manner. Staff are encouraged to seek an early resolution of complaints and to keep the complainant informed of progress until a complaint is resolved.
Where a family member / friend / third party makes a complaint about the care and treatment provided to a service user of SPMHS, complaint managers must be cognisant of the requirement to obtain the service user’s consent / permission to discuss the matter with the complainant.