Patient Feedback & Complaints
Welcome to our Patient Feedback and Complaints page. As part of the Quality & Patient Safety Department, our role is to support you in your journey through St. Vincent’s University Hospital (SVUH). We are eager to collect your feedback in order to improve the services of our hospital.
Patient Feedback, Compliments & Complaints
St Vincent’s University Hospital is one of the world’s leading academic teaching hospitals providing frontline acute, chronic and emergency care across 50 different medical specialties, in the country’s only integrated multi-hospital campus. We are recognised for setting standards of excellence in clinical diagnosis and treatment, education and research and a pioneering approach to patient care. We strive to deliver excellence in quality, safe care to every patient, every patient experience matters.
We welcome your views on the services and care we provide.
We want to know when we are doing well. It is important to us to know how we can do better, so that we can continuously improve to meet your needs.
Compliments
If you have had a positive experience at our hospital, please email us feedbackandcomplaints@svhg.ie
Your compliments are greatly appreciated by our staff and with your kind permission, we include them in our monthly staff newsletter.
Feedback & Comments
If you have been treated at the hospital recently and have an observation or comment to make about a service or facility, please email us feedbackandcomplaints@svhg.ie
You can also fill in our Patient Satisfaction Survey.
Complaints
If you are not satisfied with any part of the care or service that you receive at the hospital, please speak with the person in charge of the area and tell them your concern.
If you have been unable to speak to the person in charge or if in doing so, the issue has not been resolved, please share your experience with us by emailing feedbackandcomplaints@svhg.ie
Complaints Clinic: Your voice matters
Starting Tuesday, January 28th, the Patient Feedback and Complaints team will hold a weekly Complaints Clinic at Centre Point from 10:00 AM to 12:00 PM. This is a dedicated space where patients, relatives, and visitors can meet with a Complaints Officer to discuss any concerns they may have about our services. Our Complaints Officer will listen, assist, and guide you, ensuring you are supported throughout the process. If necessary, they will provide information on how to proceed with a formal complaint. We are here to help and value your feedback.
Service User Forum: Your feedback, our commitment
We are proud to launch a new Service User Forum, offering an opportunity for patients, relatives and visitors to have their say in shaping the services we provide. This forum will address the topics that matter most to you, with discussions aimed at enhancing our hospital services. Meetings will be held online four times per year, led by our Clinical Risk and Patient Safety Manager.
If you’d like to join the forum and share your thoughts, please email us at feedbackandcomplaints@svhg.ie or call 01 221 4013. We look forward to hearing from you and working together to improve your experience.
There are a number of ways we can be contacted as outlined below:
Updated as of 18/01/2023 – will be reviewed on the 18/1/2024
| Name | Title | Address | Phone | |
|---|---|---|---|---|
| Shauna Molloy | Patient Feedback and Complaints Officer | Patient Feedback and Complaints, Quality & Patient Safety Department, St Vincent’s University Hospital, Elm Park, Dublin 4 | 01 221 4013 | feedbackandcomplaints@svhg.ie |
| Emma Broughan | Patient Feedback and Complaints Officer | Patient Feedback and Complaints, Quality & Patient Safety Department, St Vincent’s University Hospital, Elm Park, Dublin 4 | 01 221 4013 | feedbackandcomplaints@svhg.ie |
The Patient Feedback and Complaints team will be in contact with you to clarify the issues raised, what your expectations of the process are and what is most important to you during this process.
The Patient Feedback and Complaints team will endeavour to reach a resolution to your complaint and we hope that we have been able to resolve your complaint satisfactorily.
However, if you remain unhappy with our response then you can also refer your complaint to the Office of the Ombudsman or to Dublin and South East Region Review Officers.
Dublin and South East Region Review officers:
Liz Maume and Barbara Smyth are the Dublin and South East Region review officers. Please email: feedback@iehg.ie
The Office of the Ombudsman
The Ombudsman is fair, independent, and free to use.
The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint).
The best way to contact the Ombudsman is by:
- Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
- Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
- Calling the Ombudsman on 01 639 5600 if you have any queries.
Joint Commission International
If you have any concerns regarding patient safety or the quality of care provided at St. Vincent’s University Hospital, you may contact Joint Commission International (JCI). To report a concern, please use the following link: Report a Quality and Safety Issue to JCI.
Additional patient support is also available via the:
Patient Advocacy Service, Level 3 Rear Unit, Marshalsea Court, Merchant’s Quay, Dublin D08AEY8
Telephone: 0818 293003
The Patient Advocacy Service is an independent, free and confidential service to help people making or intending to make a complaint in relation to the care received.