St. Josephs Foundation’s Complaints Policy, “Your Service, Your Say”, invites all service users to have their say about their experience of our services and about how the services have been delivered. This in turn will allow St. Josephs Foundation to continually improve and develop its services.

The policy outlines the systems and processes whereby an individual service user can give and receive feedback or make a complaint regarding any aspect of the service. The policy also provides a comprehensive process for the management, informal resolution and the investigation of complaints. St. Joseph’s Foundation has designated and commenced training of Complaints Officers, whose role will be to deal with any complaints service users may have.

To make a complaint about the services we offer please fill out the form below and click send. Our complaint officer will contact you to follow up on the complaint.

We Promise to:

• Pass on any praise and act on comments.
• Handle complaints and personal details in confidence without prejudice.
• Appoint our Complaints Officer to look after your query. He will make sure it is handled fairly and properly.
• Acknowledge any written complaints within 5 working days of receipt.
• Inform you about your right to advocacy services.
• Advocacy can support you in the complaints process.
• Investigate all complaints within 30 days. If the process takes longer, we will keep you updated every 20 working days.
• Issue a clear written response to every formal written complaint.
• Advise you of your right to an independent internal review.
• Advise you of your right to an independent review by the Ombudsman

If complainant is not satisfied with the outcome of their complaint they may appeal to:

1.   Mr. Michael Hegarty,  CEO,

       St. Joseph’s Foundation,

       Baker’s Road, Charleville,

       Co. Cork. P56 KD56

       Tel: 063-89252

2.    The Complaints Officer,

       Health Service Executive,

       Director of Public Health Nursing,

       Floor 3,

      Abbey Court House,

      George’s Quay, Cork.

      Tel: 021 492 3837

What if I am not happy with the outcome of the review?

You may request an independent review of your complaint from the Office of the Ombudsman or Ombudsman for Children.

Office of the Ombudsman

18 Lower Leeson Street, Dublin 2.

Phone: 01 6785222

Email: ombudsman@ombudsman.irlgov.ie

Ombudsman for Children’s Office,

Millennium House,

52-56 Great Strand Street, Dublin 1.

Phone: 01 8656800

Complaints 1800 202040 Fax: 01 8747333

www.oco.ie

Advocacy Support Service

An advocate can help you give your feedback. If you have a complaint and would like to avail of advocacy services, you can contact the following:

Citizens Information Board: 1890 777121.

To make a complaint about the services we offer please fill out the form below and click send. Our complaint officer will contact you to follow up on the complaint.