Complaints Procedure

Lourdesville Nursing Home's goal is to ensure that our residents have the best experience possible, however where this is not the case, we welcome feedback, comments and complaints about the service we provide, and we see this as an opportunity to learn from and improve on the service we provide for the future.

Our staff receive guidance on complaints management and our aim is to take all complaints seriously and every effort is made to thoroughly investigate and resolve them as promptly, openly and transparently as possible.

Should a resident or family member have a complaint about any aspect of the care or service provided in Lourdesville Nursing Home our complaints and appeals procedure may be followed.
1. In the first instance a complaint may be made verbally toa member of the nursing staff on duty who will aim to deal with the complaint promptly if possible. Should the nursing staff member be unable to deal with the complaint it will be referred to the
Director of Nursing or the Complaints Officer.
2. A review officer has been appointed for the centre.
3. A complaint may also be made at reception, where this will then be referred to the Director of Nursing. A complaint may also be raised at our residents meetings, or on our satisfaction questionnaire.
4. The staff member shall attempt to resolve the complaint immediately where possible. They may require input from their manager to do so.
5. Where complaints are resolved immediately, details of the complaint are documented in the Complaints Log.
6. Where complaints are not resolved immediately, they shall proceed to the Nominated Complaints' Officer (NCO) for  ourdesville Nursing Home or Director of Nursing Director of Nursing at Lourdesville Nursing Home.
7. A letter of acknowledgement shall be sent to the complainant with 3 working days of the receipt of the complaint.
8. The Nominated Complaints Officer shall undertake an investigation of the complaint. During the investigation, the Nominated Complaints Officer shall gather evidence to determine if the complaint is warranted. The investigation may take different forms depending on the nature of the complaint, with the Nominated Complaints Officer determining the level of investigation  equired. This shall be completed within 30 working days of receipt of complaint.
9. Email: lour@iol.ie Phone 045-521496
10. When the investigation is completed, the Nominated Complaints Officer shall determine if the complaint has been verified or not. The outcome shall be documented and communicated in writing to the complainant.
11. Where the complaint has been verified, an investaigation into the grievance will begin and a written response will be issued to complainant on a conclusion.
12. Where the complainant is satisfied, the outcome is documented.
13. Where the complainant is not satisfied with the outcome, they are advised regarding the review process and are referred to the Nominated Complaints Reviewer. The review will be completed no later than 20 working days after the request for review. A
written response shall be provided as per regulation 34 (2) (f)

The Provider, Lourdesville Nursing Home email lour@iol.ie
In the event that the complainant remains unsatisfied at this stage then they will have their complaint referred to the  ndependent Appeals Officer. All referrals to the independent Appeals Officer (IAO) should be made in writing and directed to
The Provider, Curragh Lawns Nursing Home, Kinneagh, The Curragh email Curraghlawns2@eircom.net

Complaint Procedures and the Ombudsman
If residents have complained to The Provider Curragh Lawns Nursing Home and are not satisfied with the outcome of the complaint and the outcome of the review. The resident can contact 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 residents. The Ombudsman's remit relates to complaints about actions which occur on or after 24 August 2015. The Ombudsman cannot examine complaints about actions which occurred before that date with the exception of complaints from residentseligible to complain under "The resident's Service The resident's Say" (Residents whose place is provided under a contract with the HSE).

Contact details are as follows:
THE OFFICE OF THE OMBUDSMAN
18 Lower Leeson Street, Dublin 2
Ombudsman Phone: Nominated 1890 22 30 30 or (01) 639 5600. Email: ombudsman.@ombudsman.gov.ie
concerns@hiqa.ie

Age Action 01-4756989 info@ageaction.ie 30/31 Lower Camden St Dublin
Irish Advocacy Network 04738918 Irish Advocacy Rooskey Monahan
Citizens Information Board 01-6059000 7th Floor Humehouse, Ballsbridge Dublin
Irish Patients 01-2722555 24 Chruch Road Ballybrack Dublin
Mental health Ireland 01-2842266 Mensana House 6 Adelaide Road Dublin
Residents can also make a complaint online using the online complaint form www.ombudsman.gov.ie

The Complaints Policy is on display at the reception.
The document outlines the complaints policy and procedures for residents at Lourdesville Nursing Home, detailing how to raise concerns, the investigation process, and escalation options.

Please ask staff for a copy if needed it.

We appreciate your comments and are always willing to listen as we endeavor to improve and maintain our high standards of care.