Tuesday, 26 March 2019

Questions (867)

Mattie McGrath

Question:

867. Deputy Mattie McGrath asked the Minister for Health the number of complaints submitted to his Department in 2017, 2018 and to date in 2019; the number of appeals made with respect to the outcome of such complaints; the number referred to the Office of the Ombudsman; and if he will make a statement on the matter. [13783/19]

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Written answers (Question to Health)

The customer service function in my Department manages all emails to complaints@health.gov.ie and customer service calls.

We adhere to the Principles of Quality Customer Services through our Quality Customer Action Plan and our Customer Charter. Our customer complaints procedure is published on our website.

The Complaints Procedure covers complaints about issues such as delays, mistakes and poor customer services which the Department provides. The Complaints Procedure does not cover:

Matters of policy;

Complaints relating to a hospital/the HSE or other health agencies;

Matters which are the subject of litigation; or

Matters which have been referred to the Ombudsman or Information Commissioner.

In excess of 10,000 customer service queries received annually. Since my time as Minister, no formal complaints have been made or processed through the complaints procedure.