Highfield Healthcare is committed to providing the highest standard of care and treatment to all our residents, service users as well as families and advocates.

In order to deliver on this mission, we welcome and encourage your feedback about the services we provide.

We recognise that having in place an effective complaints process is essential to deliver a high -quality service. We are continually working to improve the way we handle feedback. We want to hear from you whether you have a comment, compliment or complaint.

How to Provide Feedback or make a Complaint

To provide feedback about any aspect of our service, we recommend you speak directly with any member of staff in the area of concern. All staff accept complaints or concerns directed to them and aim to resolve them locally.

Alternatively, you can use one of the following options:

• Complete a Comment/Compliment form
• Complete our Complaints form
• Email or write a letter to our Complaints Officers
• Telephone us (01) 8374444

Principles

The key principles guiding our complaints process are as follows:

How we will deal with your Complaint 

We aim to resolve any concern or complaint received as soon as possible at the point of first contact. We will work to resolve all issues locally within 5 working days. Where it will take longer, we will explain why and when we hope to have the issue resolved. To resolve an issue informally or locally, please contact one of our Local Complaints Officers. The details of who to contact for each service are provided below.  

If you remain dissatisfied or wish to make a formal complaint, you can get in contact with our Formal Complaints Officer. We aim to resolve formal complaints within 30 working days.

While we understand that you may have a genuine concern or complaint, we ask all parties to engage in a calm and respective way with one another.

Who to Contact

Local Complaints Officers

– Highfield Hospital Approved Centre: CNM2’s, CNM3’s.
– Alzheimer’s Care Centre: CNM3, CNM2’s, Person in Charge (Memory Gara).
– Elmhurst Nursing Home: CNM1, Person in Charge (Kathy Mberikunashe).
– Hampstead & Elmhurst Day Hospitals: CNM1’s.
– Mental Health Outpatient Department: Admissions & Patient Flow Manager.

Formal Complaints Officer (All Services)

– Highfield Healthcare: Head of Quality, Lisa O’Farrell

If You are Not Happy with Our Response

If you are not happy with the outcome of our investigation of your complaint, please contact our Chief Executive. They will review how your complaint has been handled and seek to find a resolution. Contact details are as follows:

STEPHEN EUSTACE: Chief Executive Officer. 

You also have a right to refer your complaint to the Ombudsman’s Office for our nursing home services (i.e. Alzheimer’s Care Centre, Elmhurst Nursing Home). Their contact details are:

Office of the Ombudsman

Telephone: +353 01 639 5600
Lo-Call: 1890 223030
Complaints email: complaints@ombudsman.ie
Website: https://www.ombudsman.ie/

Address: The Office of the Ombudsman,6 Earlsfort Terrace, Dublin 2, D02 W773.

If you or your family member are funded by the HSE (e.g. SLA), you can also refer your complaint to the HSE for review of any recommendation made by our complaints’ officers following the investigation of the complaint. All requests for a HSE review should be forwarded to:

Address: Head of Consumer Affairs, HSE, Oak House, Millennium Park, Naas, Kildare, W91 KDC2.