Hospital Complaints
Written in plain language for general understanding. This is educational content, not legal advice. Based on Irish Acts of the Oireachtas, statutory instruments, and official guidance.
Irish National Law
What is this right?
If you are unhappy with the care you received from a public health service, you can make a formal complaint through the HSE's "Your Service, Your Say" policy:
- Any person can complain about a HSE service, HSE-funded service, or a voluntary hospital.
- The complaint can be about the quality of care, access to services, staff behaviour, or any aspect of the service.
- The HSE must acknowledge your complaint within 5 working days.
- The complaint should be investigated and a response provided within 30 working days.
If you are not satisfied with the HSE's response, you can escalate to the Office of the Ombudsman.
When does it apply?
- You received care from a public hospital, HSE clinic, GP funded by the HSE, nursing home inspected by HIQA, or any HSE-funded service.
- You must generally make the complaint within 12 months of the event (or within 12 months of becoming aware of it).
- The complaints process does not cover: private hospitals (they have their own process), actions subject to legal proceedings, or employment matters.
What should you do?
- Complain directly to the service first — talk to the ward manager, patient liaison officer, or service manager.
- If not resolved, make a formal complaint using the "Your Service, Your Say" form — available online at hse.ie or by calling 1800 700 700.
- The HSE will appoint a complaints officer to investigate.
- If still unsatisfied, complain to the Office of the Ombudsman — call 01 639 5600 or visit ombudsman.ie.
- For complaints about individual doctors, contact the Medical Council at medicalcouncil.ie.
What should you NOT do?
- Don't be afraid to complain — the policy exists to improve services, and you will not face negative consequences for making a genuine complaint.
- Don't wait too long — the 12-month limit is important.
- Don't assume a complaint replaces a legal claim — if you believe there was negligence, you should also get legal advice.
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