COMPLAINTS PROCEDURE UPDATED 01/05/2025 IN LINE WITH S.I NO. 628 AMENDED 2025 REGULATIONS
Tara Care Centres 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 training 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 Tara Care Centre, our complaints and appeals procedure may be followed.
Step 1 In the first instance a complaint may be made verbally to a 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.
A complaint may also be made at reception, where this will then be referred to the Director of Nursing.
The staff member shall attempt to resolve the complaint immediately where possible. They may require input from their manager to do so.
Where complaints are resolved immediately, details of the complaint are documented in the Complaints Log.
Step 2 A complaint may also be raised at our monthly Resident meetings, or on our annual satisfaction questionnaire.
Step 3 Where complaints are not resolved immediately, they shall proceed to the Nominated Complaints’ Officer (NCO) for Tara Care Centre.
NOMINATED COMPLAINT'S OFFICER (NCO)
NCO: Anne Costello Director of Nursing
Phone: 086 6061471
Email: anne@taracarecentre.ie
A letter of acknowledgement shall be sent to the complainant within five working days of the receipt of the complaint.
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 required. This shall be completed within 30 working days of receipt of complaint.
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.
Where the complaint has been verified, a non-conformance is raised.
Where the complainant is satisfied, the outcome is documented.
If the complainant needs further support, advocacy services are available to help guide them through the complaints process. Advocacy support can be accessed through the National Advocacy Service by calling 0818 07 3000.
Step 4 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.
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Step 5 In the event that the complainant remains unsatisfied at this stage then they will have their complaint referred to the Independent Appeals Officer. All referrals to the Independent Appeals Officer (IAO) should be made in writing and directed to:
INDEPENDENT APPEALS OFFICER
Paul Costello General Manager
Phone: 086 6085643
Email: paul.nirocan@gmail.com
Step 6 Complaint Procedures and the Ombudsman
If residents have complained to Tara Care Centre 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 residents eligible 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
Address: 6 Earlsfort Terrace , Dublin 2 , D02 W773
Phone: Nominated 1890 22 30 30 or (01) 639 5600.
Email: ombudsman@ombudsman.ie
Residents can also make a complaint online using the online complaint form. www.ombudsman.ie
We appreciate your comments and are always willing to listen as we endeavour to improve and maintain our high standards of care.
Feedback from residents and their families is highly valued at Tara Care Centre to ensure services are continually reviewed and improved in line with best practices and resident preferences. There are multiple ways for residents to share their views and participate in the consultation process.
Resident council meetings are held every month, and all residents are invited to attend. The agenda for each meeting is posted on the notice board outside the lift area on the first floor one week in advance. These meetings provide a structured environment for open and honest communication, allowing residents to share comments, concerns, or suggestions.
Meeting minutes are documented and shared with residents. Additionally, the feedback gathered is discussed with the Centre’s management to address any issues raised and develop an actionable plan for improvements.