Complaints and Feedback

Written feedback is acknowledged within 7 days and resolved within 14 where possible; unresolved issues go to the Chairman for Board review.

Principles: make feedback easy to give; treat any clear dissatisfaction needing a response as an issue; take feedback seriously in any channel; handle it quickly and politely; respond with an explanation, an apology where due and the action taken; learn from it, with monitoring at Board level.

Hospital issues go to the hospital directly via its comments and suggestions page.

Step 1 – Contact the Foundation

• Post: St. Vincent's Healthcare Foundation, St. Vincent's University Hospital, Elm Park, Dublin 4

• Phone: 01 221 5065

• Email: stvincentsfoundation@svhg.ie

• Include as much detail as possible and say how you'd like to be contacted.

What Happens Next

• In person or by phone: resolved there and then where possible.

• Email or letter: acknowledged within 7 days, resolved within 14 days where possible.

• If a deadline can't be met, the Foundation explains why and sets a new one.

Step 2 – Appeal

Write to Mr. Conall O'Halloran, Chairman, St. Vincent's Healthcare Foundation, St. Vincent's University Hospital, Elm Park, Dublin 4. The appeal is considered at Board level, with a reply within two weeks of that meeting.