Hi Tom,
In follow up to our conversation last week, we agreed that your complaint is something that you can deal with yourself but that some guidance on how to write the complaint would help you. Below is some guidance in how to draw up the letter. If you have any further issues, please call and I will assist if I can. Remember you can always call into the Citizens Information Officers, in Castlebar or Westport office for them to look at the letter if that is of help.
This is from the HSE website and suggests that a written complaint should include:
From listening to you at our meeting, I think your complaint could be outlined this way.....
I wish to officially complain about two specific issues:
1. Following a conversation with the Public Health Nurse, my Quartro Plus Mattress was taken from my house by Homecare Medical, with my permission, for maintenance/repairs during the period 8-16th August 2012 and despite many conversations, phone calls and representations to the HSE, this mattress has not been returned or replaced with a mattress which is suitable and specific to my needs.
2. Homecare Medical removed the mattress from my house and it appears that there is no paper record of its removal or subsequent whereabouts. Is it the policy of Homecare Medical to take away aids and appliances for repairs and fail to return them without record? As Homecare Medical were funded by the HSE to supply the mattress, I believe the HSE have a responsibility for this matter.
Detail out in chronological order the dates of what happened. ….
August 16-18th 2012 Mattress removed
November 21st 2012 Unsuitable mattresses delivered
June 7th 2013 Discharged from hospital on assurance given to staff that a suitable mattress was delivered to my house. Mattress was not suitable.
26th June 2013 Phone call from Stores manager
30th July 2013 OT and nurse visit……..etc
What are your concerns:
Tell them that the current mattress is not suitable for your reasons…. Getting dressed, balance…. Exactly as you said to me.
What do you want to happen:
Tell them what you want to happen to resolve the problem. ….. you've contacted Keaney Medical and they can supply the mattress and it requires PHN to liaise with them. (inlcude the email from the co. in the complaint)
Write your letter/email to the following people:
Martin Greaney, Local Health Manager PCCC, Mayo martin.greaney@hse.ie
Ann Boland complaints officer and director of public nursing Ann.boland@hse.ie
Sean Gordon, Acting Disability Services Manager sean.gordon@hse.ie
Best wishes,
P Before you print think about the ENVIRONMENT
********************************************************************
This e-mail is confidential and may contain information that is sent
in confidence. If you are not the intended recipient of this e-mail
or have received it in error, do not disclose its content to anyone.
Please contact the sender immediately.
This e-mail has been automatically scanned for viruses and content
by MailMarshal
*********************************************************************
WWW -: http://www.citizensinformationboard.ie
Tel -: 0761 07 9000
Fax -: (01) 605 9099
| | Agenda Item | Presenter | Info/ Discussion/ Decision | Time allocated |
| 1. | Apologies | All | Information | |
| 2. | Minutes of previous meeting | All | Information | |
| 3. | Matters Arising from minutes not on agenda Ø Signage and wayfinding - update Ø Access auditing course – update | All | Discussion | 10 mins |
| 4. | Chairperson's Business: · Feedback from Access Officer – Tom Chambers · Technical Services Log – Update - · Hydro Report · Accessibility Day December 2013 · Rochestown Avenue Entrance update · CARF · Safer Better Healthcare | Chairperson | Discussion | 15mins |
| 5. | Clinical Governance – Committee KPIs | All | Discussion | 15 mins |
| 6. | Patient Participation Report – Update | All | Discussion | 10 mins |
| 7. | AOB | All | Discussion | 10 mins |
| 8. | Next meeting date: 29th November at | | | |
ACCESSIBILITY COMMITTEE MEETING MINUTES
In Attendance: Sarah Homan
| Ö = In Attendance X = Non-Attendance without Apologies | N = Non-Attendance with Apologies * Alternate in attendance | Total | |||||||
| Name | Jan | Mar | May | Aug | Sept | Nov | Ö | N | X |
| Lisa Held (Chair) | Ö | Ö | Ö | Ö | | | 4 | 0 | 0 |
| Rose Curtis / Eimear Foley (HR Rep)) | N | N | N | Ö | | | 1 | 3 | 0 |
| Liam Whitty | N | N | N | N | | | 0 | 4 | 0 |
| Thomas Chambers | Ö | Ö | N | N | | | 2 | 2 | 0 |
| | Ö | Ö | Ö | Ö | | | 4 | 0 | 0 |
| Audrey Donnelly | N | Ö | N | N | | | 1 | 3 | 0 |
| Rosemarie Nolan | Ö | N | Ö | Ö | | | 3 | 1 | 0 |
| Bernie Lee | Ö | Ö | N | Ö | | | 2 | 3 | 0 |
| Valerie O'Shea | N | N | N | N | | | 0 | 4 | 0 |
| Sam Dunwoody | N | N | N | Ö | | | 1 | 3 | 0 |
| | Ö | N | Ö | N | | | 2 | 2 | 0 |
| Noelle Daly | Ö | N | X | N | | | 1 | 2 | 1 |
| Amanda Carty (in place of RK) | | Ö | Ö | N | | | 2 | 1 | 0 |
| Emma McKelvey (in place of AH) | | X | Ö | N | | | 1 | 0 | 1 |
| Aoife Henn (maternity leave – March 2013) | N | n/a | n/a | n/a | | | 0 | 1 | 0 |
| Rosie Kelly (maternity leave – March 2013) | Ö | n/a | n/a | n/a | | | 1 | 0 | 0 |
| Ö -Total In Attendance | 8 | 6 | 7 | 6 | | | | | |
| N – Total Non-Attendance with Apologies | 6 | 7 | 7 | 8 | | | | | |
| X - Total Non-Attendance without Apologies | 0 | 1 | 1 | 0 | | | | | |
1. Apologies:
As noted above. A quorum was not reached, however the Chair decided to proceed with the Committee meeting on a discussion basis only.
2. Minutes of Previous Meeting:
The minutes of the previous meeting held on
3. Matters Arising:
- Bins in the Day room and Reception
LH advised the Committee that she has emailed John Fitzgerald and Jason Farrell for an update in relation to the above. Item is in progress.
- Height of the electrical sockets in the Day Room and OPD
This item was deferred to the next meeting as PB was not present.
- Comments & Suggestions
LH advised the Committee that a comment has been received suggesting that notices are displayed in Irish as well as English. A detailed discussion took place in relation to this item. The committee agreed to display a sign containing instructions for the Comments & Suggestions system in the top languages including Irish. It was also agreed that there should be a report on the Comments & Suggestions system.
Decision: RN to draft up sign and bring to Committee for approval.
Decision: RN to liaise with Audrey Donnelly via the Communications Committee regarding producing a report on the Comments & Suggestions system.
- Signage and Wayfinding – update
RN reported to the Committee that new Signage has been erected around the interior of the Hospital. A major de-cluttering of the signage is also taking place in conjunction with the
Decision: Draft survey to be given to Committee for feedback and approval prior to being carried out.
- Access auditing course – update
LH and RN will attend the Access Auditing course for 2 days on 16th & 17th October. DD and Mary Galvin will attend the same course over 3 days in October.
A detailed discussion took place regarding the value of having a member of the Health Planning Team on the Accessibility Committee. This would be especially important in relation to the New Hospital Development and ensuring the new development is accessible for everyone including high dependency and bariatric patients.
Decision: Committee to identify the key milestones and considerations that overlap with the Accessibility Committee and the
A detailed discussion also took place regarding the bathrooms on the new wards and how the specifications (especially the rails) were incorrect.
Decision: Standards for specification for toilets and showers in the new development to be drafted and BL to liaise with Falls Committee in relation to same.
4. Chairman's Business:
- Feedback from Access Officer – Tom Chambers
There was no feedback received as TC was not present at meeting.
- Technical Services Log – Update – Peter Byrne
LH gave an update as PB was not present. She advised that all projects are progressing as follows:
- Hydro Report
Tiles within the Hydrotherapy area have been repaired and rails on shower and toilets have been installed. It was decided not to alter the steps to the staff changing area for as this is not an accessible area.
- Sports Hall Toilets – Request
Request to revamp the toilets in the Sports hall has been submitted however PB advised that this job has been pushed to 2014 due to budget constraints.
- Accessibility Day December 2013
LH advised that Eoin O'Herlihy from O'Herlihy Access Consultancy has agreed to deliver a lunchtime lecture at the Accessibility Day.
The possibility of launching the idapt project at the Accessibility Day was discussed.
It was agreed that Mary Galvin, Liam Whitty,
-
LH advised that she met with the Technical Services Dept and discussed costs and specification for the entrance at
- CARF& Safer Better Healthcare Standards
LH advised that she is currently reviewing the CARF standards and standards for the HIQA self-assessment audit tool in relation to Accessibility Committee and she will come back to the Committee looking for members to assist with same.
HIQA Safer Better Healthcare Standards will be a rolling agenda item moving forwards.
A query was raised in relation the Accessibility Committee Common folder and the contents of same. SH to liaise with Geraldine O'Donnell in relation to this.
5. Clinical Governance – Committee KPIs
LH circulated the KPIs for the Accessibility Committee to all members and discussed same in detail. A discussion took regarding the KPIs and the responsibilities for same.
Decision: Committee to review same before final sign off at next meeting.
6. Patient Participation Report – Update
There was no update given in relation to this item.
7. A.O.B
- The launch of the Information Kiosk was discussed.
- Philip Mannion advised LH that he has requested security to reopen all fire doors following the weekly fire alarm test.
- LH advised the Committee that the NRH idapt project will be presented at the National Disability Authority Conference in December. This has been developed by the Hospital's discharge liaison occupational therapy (DLOT) service and is the only equipment of its kind in
10. Next meeting date:
The next Committee meeting is scheduled for Friday 27th September at
Signed: __________________________ Date: ____________________________
ACTION LIST
| Date | Action | Responsible | Comments/ Status | |
| | Access Auditing Training | ER | LH, RN, DD & Mary Galvin booked to attend this training | |
| | Accessibility Day 2013 | LH | LH to follow up with Sam Dunwoody re funding for lunch. | |
| | Bins in the Day room and Reception | LH | In progress. LH waiting on update from Stores | |
| | Height of electrical sockets | AC | AC to follow up with PB re increasing the height of the electrical sockets in the Day Room and OPD from their original position to 700mm above ground level. | |
| | Car parking spaces at Prosthetic OPD Clinic | LH | Introduction of NRH Permits for both inpatients and outpatients to be explored | |
| | KPIs | LH | Members to review and approve KPIs | |
| | Comments & Suggestions System | RN | Sign containing instructions for C&S System to be drafted in top languages and brought to Committee for approval. RN to liaise with AD re: report on C&S System | |
| | Signage & Wayfinding | RN & EMcK | Draft survey on signage to be given to Committee for feedback and approval | |
| | Membership of Committee | All | Committee to identify the key milestones and considerations that overlap with Accessibility Committee and the | |
| | Accessibility of New Hospital Development | All BL | Standards for specification for toilets and showers in the new development to be drafted BL to liaise with Falls Committee re: same. | |
| | HIQA Safer Better Healthcare Standards | Secretary | This will be a rolling agenda item moving forwards | |
| | Accessibility Committee Common Folder | Secretary | SH to liaise with secretary re: content of common folder | |
| | Refurbished toilets on the 3rd floor, Our Lady's, St Patricks and McAuley ward | LH | Completed | |
| | Hydro Report | PB | Completed | |
| | Get well soon card | LH | Completed | |
| | Cover for Chair for next meeting | LH | Completed | |
| | Relocation of Interagency Desk | LH AD | LH to liaise with PB and the ICT Manager re timelines for the installation of computer/ phone points. AD to link in with the CEO of | |
| | Hospital entrance re opening onto the footpath adjacent to the lights at the front of the NRH | LH | LH to contact | |
| | Hospital entrance re possible of a link to the lights or those leaving the NRH | LH | LH to contact DLRCC for clarification on their response. | |
| | Clinical Governance | LH/ EF/ BL | LH, EF and BL to meet to discuss the Committee's KPI's. | |
| | Patient Participation Report | LH | LH to look into getting Instructions/ procedures put up near the Closomat. | |
| | Multicultural Matters | ER | ER to bring feedback from the next Multicultural meeting to the next Committee meeting. | |
| | Fire doors between Coffee Shop and the Hydrotherapy pool | LH PB | LH to write to Risk Management to ensure that Fire doors are reopened by security if Fire Alarms have been activated (and it is safe to do so) and also after Lock Up in the morning. PB to write to Declan Cullen, Architect to obtain feedback re Fire Doors versus Accessibility issue. Complete | |
| | Accessibility Log for Financial requests - 4 window operators (for patient toilets) | LH | LH to contact the | |
| | ||||
| Outstanding Actions[SH1] | ||||
| | Clinical Governance | LH/ RK/ ND | LH, RK and ND to meet and pool resources on the community integration details Hydrotherapy and Sports department have. | |
| | Technical Services Log – Update | PB | PB to add one item to the Log for costing i.e. a push button system for the door at the back of St. Camillus ward (near the lift lobby) following BL's recommendation. | |
| | Patient Participation Report | RN | RN to raise this matter re communicating Outcomes to Stakeholders at the next Communications Committee meeting. | |
| | Access auditing course – update | LH | LH to get an update from | |
| | Amount of pre admission information patients receive before they are admitted to the Hospital | ER | ER to discuss the above with the Programmes and will present feedback at the next meeting. | |
| | Comments and Suggestions - having the comment/ suggestions card also available in Irish. | AD | To add a line to the notice above the notice boards (in a couple of languages) that if people wish to submit their comment in a language other than English then they may do so. | |
| | Accessibility Log for Financial requests - Line marking and disable parking bays | LH | 25.01.13 – Project can now commence | |
| | Signage & Wayfinding | LH | 25.01.13 - LH to write to the CEO for an update on the dual language signage issue. Complete | |
| | Ramp to limb fitting dept | LH, RK, PB | LH & RK to meet with | |
| | Multi Denominational Room | LH | LH to respond to Fr Michael advising Committee supports this request and also write to the Health Planning Team re: same. | |
| | Accessibility | LH | 22.03.13 - LH informed Members that the Accessibility Strategy and Plan can be signed off once SD has inserted the Finance piece. | |
| | IADT Radio Show Proposal | RN LH | RN to e-mail LH with details/ questions and LH to contact AD re contacting the patients. | |
| | | PB/ LH | 22.03.13 – Project has been funded and the Loops will be installed at Reception, Chapel, Family Conference Room and the Boardroom (administration block 3). | |
| | Developing a NRH staff census form. | RC | 23.07.12 The | |
| | Location of the office for the Therapeutic service | GC | | |
| | Summary of the functions of Villa Maria. | ER/EM | | |
----Original Message-----
From: thomaschambers@eircom.net [mailto:thomaschambers@eircom.net]
Sent: Wednesday, 25 September, 2013. 5:35 pm
To: Sarah Homan
Subject: Re: Accessibility Committee Meeting
Can you copy/paste as i cant open files.TomFrom: Sarah HomanSent: Wednesday, September 25, 2013 4:48 PMSubject: Accessibility Committee MeetingWhen: Friday, 27 September, 2013. 11:00 am-1:00 pm (GMT) Greenwich Mean Time : Dublin, Edinburgh, Lisbon, London.Where: Boardroom, Admin 3*~*~*~*~*~*~*~*~*~*Dear Accessibility Committee Members,Please find attached minutes and agenda for the Accessibility Committee meeting taking place this Friday 27th September at 11am in the Boardroom, Admin.Please confirm your attendance to sarah.homan@nrh.ie or Ph: 2355217.Apologies have been received from Lisa Held and Eugene Roe will chair the meeting in her absence.Many thanksSarahOn behalf of Geraldine O'Donnell, Secretary to Accessibility Committee________________________________Please consider the environment before printing this email.
CONFIDENTIALITY NOTICE:
"Information in this e-mail (including attachments) is confidential. It is intended for receipt and consideration only by the intended recipient. If you are not an addressee or intended recipient, any use, dissemination, distribution, disclosure, publication or copying of information contained in this e-mail is strictly prohibited. Opinions expressed in this e-mail may be personal to the author and are not necessarily the opinions of the NRH. If this e-mail has been received by you in error we would be grateful if you could immediately notify us by telephone at +353 1 2355000 or by e-mail and thereafter delete this e-mail from your system. Thank you for your understanding and co-operation."
National Rehabilitation Hospital, Rochestown Avenue, Dun Laoghaire, Co. Dublin, Éire.
Telephone: +353 1 235-5000
www.nrh.ie
