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:
- Who was involved?
- What happened and when?
- What are you concerned about?
- Have you done anything else to resolve this matter?
- What do you want to happen now?
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,
c/o Castlebar CIC
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
No comments:
Post a Comment