Vol. 491 No. 3
293 Mr. R. Bruton asked the Minister for Health and Children the procedures, if any, in place regarding complaints in relation to the health services, in particular those which come under the patient's charter; the conditions under which complaints may be made; the powers, if any, these procedures have; and if he will make a statement on the matter. [11972/98]
I would consider that an essential component of a quality service to hospital patients would be the availability of systems at hospital level to investigate complaints in a courteous and speedy manner. A charter of rights for hospital patients was introduced in August 1992. It provides guidelines for good standards of practice in acute hospitals. Although the charter has no statutory basis in law, its objective is to ensure that the health service becomes more responsive to the needs of the individual patients and that there is a code of practice available which sets out what patients have a right to expect when they make use of hospital services.
Section 12 of the charter makes specific reference to complaints, as follows:
You have the right to complain about any aspect of hospital service, to have the complaint investigated, and to be informed of the outcome as soon as possible.
Your hospital has detailed procedures in place and should publicise these prominently throughout the hospital, together with the name and telephone number of the hospital's designated Complaint's Officer. You have the right, where your complaint is not resolved to your satisfaction, to have the matter referred to the hospital's Complaints Committee.
The hospital's complaints procedures are without prejudice to your statutory rights to complain to the Ombudsman, the Medical Council, or An Bord Altranais (The Nursing Board).
