Mater Misericordiae Hospital

Hospital Group: Ireland East Hospital Group

Parking

Multi-storey car park

The car park is located on Eccles Street. Coming from Dorset Street, it is on the right hand side. Coming from Berkekely Road it is on the left hand side. Look for the Euro Car Park sign.

The car park has 440 spaces - please note the car park can get full during busy periods. 

There are two exits from the car park into the hospital:

• If you are going to the Emergency Department please follow the red signs for Emergency Department. 
• If you are going elsewhere, please follow the green signs for the Mater Hospital/A-lifts. You can use our wayfinding tool get detailed directions to all wards and departments from the car park.

The multi-storey car park is operated by Euro car parks.

On street parking

On-street 'Pay and Display' parking is available around the hospital.

Always check the street signs to ensure you can park in a particular place and to check rates.

Rates vary from €1.60 to €2.90 per hour depending on the zone. Most of the machines take cash only. Please note that street parking is very busy around the hospital.

There is regular clamping in operation. Street parking is operated by Dublin Street Parking Services.

Visiting hours

For most up to date information on outpatient appointments and visitor arrangements please go the Mater website.

ATM machines

There are two ATMs in the hospital:

Bank of Ireland - McGivney Wing, Level 1 (in the lobby area in the McGivney Wng, just inside the entrance on Eccles Street.)

Costa Newsagents -Whitty Wing, Level 0 (inside the North Circular Road entrance).

Chapel

The Main Chapel is Located in the courtyard of Old Mater Hospital Building (take the Link Corridor Exit to the Courtyard).

Holy Mass times in the hospital:

• Monday to Friday at 1pm
• Saturday at 9am and at 6pm for Vigil Mass.
• Sunday at 8.15am, at 10am and also at 11.30am (Level 1, Whitty Wing)
• First Friday of the Month at 1pm for Memorial Mass.

The Mater Hospital offers the services of a chaplain for patients, visitors and staff.

There are a number of Chaplains available to visit patients and their families or friends in the hospital.

A Catholic priest is available in the hospital 24 hours a day, seven days a week. The priest can be contacted through a ward nurse on a patients ward. 

Patient Advocacy Liaison Service (PALS)

Mater Hospital Complaint Officers:

Cora Herbert patientservices@mater.ie
Audrey Sinnott patientservices@mater.ie
Yvonne Twomey patientservices@mater.ie

Send your complaint by post

You can post your complaint in writing to us at the address below:

Patient Services Department
Mater Hospital
Eccles Street,
Dublin 7.

Send your complaint by email

You can submit your complaint in writing by emailing us at patientservices@mater.ie.

What should be included in a formal complaint?

We suggest you give the following information when you are making a formal complaint on your own behalf.

• Your name, contact details and your medical record number if you know it
• A postal address for correspondence
• Your email address and telephone number, if you would like to be contacted in these ways
• A summary of your complaint

Below are some of the key areas that you should cover in your summary of the complaint.

• What happened?
• Who was involved?
• When did it happen?
• Where did it happen?
• How did it happen?
• Why did it happen?
• What is your desired outcome?

Healthcomplaints.ie provides information on how to make a complaint or give feedback about health and social care services in Ireland. This link also provides information on independent advocacy services.

If you ask a friend or relative to write your complaint on your behalf, we will ask you to sign a consent form. This will give us permission to disclose your personal information to this person.

What happens after you make a formal complaint?

• We will assign a patient liaison officer (PLO) to your case.
• The PLO will acknowledge your complaint within five working days of receiving it. They will assess your complaint and identify all the key issues raised. The PLO will then examine your case and will keep you informed of progress.
• When the PLO has finished their examination, they will write to you outlining the outcome/findings.
• The PLO will set out what actions (if necessary) the Mater Hospital will take when our service has fallen below the expected standard.

On occasion, the PLO will recommend a face-to-face meeting with the healthcare professionals involved. The PLO will organise and attend the meeting to support you. For further information please see our patient information leaflets. 

What you can do if you are not happy:

We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to 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.

You can also contact the Director of Quality, Risk and Patient Safety at Ireland East Hospital Group (IEHG) within 30 days following receipt of the complaint report by:

• Email: feedback@iehg.ie
• Writing to: IEHG, One Kilmainham Square, Kilmainham Square, Inchicore Road, Dublin 8, D08 ET1W

Payment information

All hospitals are required to charge for their services, in accordance with Department of Health guidelines. There are a number of ways you can pay your hospital bill.

Online

You can pay your bill easily and securely online 24/7 here.

To make a payment online, you will need the invoice number you wish to pay and your patient Medical Record Number (MRN). You can find these details on the invoice that was either posted out or given to you in the hospital.

By post

You can pay your bill by cheque or postal orders via post. Please make cheques or postal orders payable to "Mater Misericordiae University Hospital". Please include your medical record number (MRN) or your invoice number with your payment.

Please do not send cash through the post, as we cannot guarantee that it will reach us.

Over the phone

Payments can be made over the phone with your credit or debit card. Please phone the patient accounts department on (01) 803 2211 or (01) 803 2269. This service is available from Monday to Friday, from 9am to 1pm and from 2pm to 4pm. For bank transfers, please phone one of our cashiers on (01) 803 2351.

Email: patientaccounts@mater.ie

Smoke-free campus

All our hospitals are smoke-free campuses. Smoking is not allowed throughout the hospital and the hospital grounds. Supports available to give up smoking

Feedback

Your feedback is important to us. It helps us to improve our services. Please let us know about your experience. How you can make a comment,compliment or complaint

Freedom of Information

You can access your records and amend personal information under the Freedom of Information (FOI) Act. More information on making a request under FOI are available on the HSE website