HSE Your Service Your Say is our process to listen and respond to your feedback about our services. Your feedback might be a comment, compliment or complaint.
Your feedback helps us to improve our services and provide safe and high-quality care and treatment.
Comments, compliments and complaints
You can share your experience of using our services in a number of ways. You can give feedback on what worked, could improve or did not work.
Tell the people caring for you today. They will try to help you straight away.
Email us at email@example.com.
Phone HSE Your Service Your Say on 1890 424 555, Monday to Friday 9am to 5pm.
From a mobile or outside of Ireland phone +353 45 880 429.
Freephone HSELive on 1800 700 700, Monday to Friday 8am to 8pm, Saturday 9am to 5pm. They will take down your feedback and send it to HSE Your Service Your Say.
From outside of Ireland, phone +353 1 240 8787.
You can send a letter or completed feedback form to the HSE service you want to give feedback on. For example a hospital, or primary care centre.
To send us your letter or form:
- use the feedback box at one of our locations
- give it to a member of staff
- ask a staff member for the right postal address for that service
- post it to HSE Your Service Your Say
HSE Your Service Your Say,
Our feedback form is available in 9 languages. You can ask for a paper form at any of our locations. You can also download it from this page.
Through a complaints officer
There are complaints officers across the HSE. A member of staff can give you the contact details of the complaints officer for the service you want to complain about.
Comments and compliments
A comment could be a suggestion to improve the service. It can also be an observation you made or something that we could learn from.
You can also give a compliment. For example, what a service or our staff did well.
Include details of:
- what happened and when
- who was involved
- where it took place
We will share your feedback with the service or person.
Making a complaint
You may have had a poor experience and told a member of staff or the person providing your care, for example by phone or in person.
If they cannot help within 48 hours they will ask you if you want to have your complaint looked at by a complaints officer. They can send your complaint to them for you.
What to include in a written complaint
You might send a complaint using our online form, email, letter or printed feedback form.
Your complaint should include:
- what happened and when
- who was involved
- where it happened
- what your concerns are
- have you done anything to resolve this matter
- what you want to happen now
Please provide any extra information and copies of other relevant documents.
What happens after you make a complaint
Within 5 working days we will let you know that we have received your complaint.
Then we will:
- look into your complaint and respond to you within 30 working days
- contact you to ask for more time, if we need it
- keep you updated every 20 working days after that
We might phone or ask to meet you to hear more about it.
When we are finished looking into your complaint we will provide you with a report. This will include our findings and recommendations.
If you are not happy with the recommendations in the report, you can ask for an internal review. You will find out how to do this in the letter you get with your report.
In an internal review we look back over the recommendations we made. We will do this within 20 working days or let you know if we need more time.
You can also ask for an external independent review.
Making a complaint about other services
If you want to make a complaint about a service that is not part of the HSE, contact the service directly.
- voluntary service providers
- private service providers
- services that get HSE funding
- private nursing homes
- voluntary hospitals
- day services
- other health and social care services
They will investigate your complaint. You can ask them about their complaints policy and process.
Making a complaint for someone else
If you're not able to give feedback yourself, ask a relative, carer or advocate to do this for you.
Make a complaint about a vulnerable adult's care
You can also report a concern about a vulnerable older adult or person with a disability in the care of the HSE.
You can do this through the Office of the Confidential Recipient. A confidential recipient is a person who can act as a voice for vulnerable older people and people with a disability.
HSE Your Service Your Say feedback forms
We have information and feedback forms in 9 languages.