Complaint Policy

Ballinamore House Nursing Home

Summary Of Complaint And Concerns Procedure

A copy of the full Complaint or Concerns Policy and Procedure is available from the Person in Charge.

1. The Nominated Person For Dealing With Complaint Or Concerns

In the first instance, the Nurse on Duty has clear authority to resolve any verbal complaint or concerns.

Where Complaints or Concerns cannot or should not be resolved at the first point of contact due to their seriousness or complexity, these Complaints or concerns must be referred to the Complaints Officer/ Caroline McGing for investigation. The Complaints Officer is the nominated person at Ballinamore House Nursing Home for dealing with Complaints or Concerns.


The Complaints Officer will deal with the Complaint or Concern and report back to you as soon as possible but no longer than 30 working days after the Complaint or Concern was received.

2. Ensuring That All Complaint Or Concerns Are Properly Addressed

The Complaints Officer will bring all formal Complaint or Concerns to the attention of the Registered Provider / Review Officer Sharon O’Boyle , who is responsible for ensuring that all complaint or concerns are properly addressed and investigated fully.
Complaints investigated and concluded no later than 30 working days and written response is provided.
If a review is conducted it is concluded no later than 20 working days and a written response is provided.

3. Independent Appeals Process.

In the event of the Complaint Officer and Review Officer being unable to resolve the complaint the complainant can appeal the decision.
If the complainant is not satisfied with the outcome of the Complaints Management Process, he/she may seek a review of the complaint by the Ombudsman.

You can contact the Ombudsman by:
  • telephone: +353 1 639 5600
  • the website: www.ombudsman.ie
  • writing to: The Office of the Ombudsman. 6 Earlsfort Terrace, Dublin 2, D02 W773.

4. Advocacy Services

1. Patient Advocacy Service
Level 3 Rear Unit,
Marshalsea Court,
Merchant’s Quay,
Dublin 8.
D08 AEY8
Or email: info@patientadvocacyservice.ie
Queries online can be made at patientadvocacyservice.ie
or by calling the national line 0818 293003

2. Sage Advocacy
01 5367330