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

Who to Contact

For formal complaints, please contact one of our Complaints Officers.

COLUM BRACKEN: Director of Nursing, Highfield Hospital. Phone: 01 8374444 or Email

MEMORY GARA: Director of Nursing, Alzheimer’s Care Centre. Phone: 01 8374444 or Email

BERTHA WEKARE: Director of Nursing, Elmhurst Nursing Home. Phone: 01 8374444 or Email

How we will deal with your Feedback

We aim to resolve any concern or complaint received as soon as possible at the point of first contact. We want to resolve your issue quickly and informally wherever possible. We aim to resolve any informal complaint within 5 working days. Where it will take longer, we will explain why and when we hope to have the issue resolved.

Where necessary, you may wish to make a formal complaint and this will be dealt with formally by one of our Complaints Officers. Where you choose this option, we aim to resolve your issue within 30 working days. This is a longer process because your complaint will need to be investigated by our team.

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.

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 or Chief Operations Officer. They will review how your complaint has been handled and seek to find a resolution. Contact details are as follows:

STEPHEN EUSTACE: Chief Executive. Phone: 01 8374444 or Email

GERADA WARNES: Chief Operations Officer. Phone: 01 8374444 or Email

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: Tel: 01 639 5600
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.