Right 4 - Access to complaints mechanisms

The Rights of the Health Service Consumer

The health service consumer has the right to complain about health services and health service providers if he/she has reason to be dissatisfied with the service that he/she has received.

The right to be informed about complaints procedures. Complaints procedures might be internal to the health service that the consumer has been using or external like the Registration Boards or The Health Complaints Commissioner.

The right to access complaints procedures that are easy to use.

The right to have his/her complaint dealt with promptly, fairly and without any adverse effect or discrimination arising as a consequence of having made a complaint.

The Rights of the Health Service Provider

The provider has the right to be made aware of complaints about him/her or the service provided.

The right to have a complaint against him/her, lodged with the appropriate authority in accordance with established complaints procedures with supporting documentation as required. An appropriate complaints procedure might be internal to the health service or a Registration Board, or the Office of the Health Complaints Commissioner.

The right to be made aware of the outcomes the consumer would like to achieve in making his/her complaint.

Where to next?

Right 5 - Carers

Updated: 24th May 2021