Feedback and Complaints
Tell Us What You Think
It is the policy of The Children’s Sunshine Home, operating as LauraLynn, Ireland’s Children’s Hospice (the Service) to ensure that there is an effective and comprehensive system in place for you to provide us with feedback. The service welcomes and encourages feedback from the people who access our service and commits to learn from the information it receives and to use the learning to inform continuous improvements in our services.
The service also has a legal responsibility to ensure that there is a system in place to record and investigate any feedback that is critical of the service and requires a response, and this will be dealt through the complaints section of this policy. The service is committed to ensure that children/adults, their families and members of the public are aware of their rights throughout the complaints process.
It is always welcomed by the service and hoped that any child, adult, family member, volunteer, contractor or a member of the public will provide feedback about the service. The service sees feedback as positive information that can be used to make improvements or maintain high standards.
Where a child, adult, family member, volunteer, contractor or a member of the public would like to provide feedback, the Feedback Form shall be completed and placed into one of the feedback boxes located throughout the service.
Making a formal complaint
There are 5 stages to the complaints process as follows:
- Local Resolution
- Informal Resolution
- Formal Resolution
- Internal Review
- Independent Review
A complaint can be made to any staff member, manager or member of the Board of Directors of the service and can be made in a number of ways: in person, by telephone, by letter, by email.
Complaints Officer: Claire O’Sullivan, 01 2893151 or firstname.lastname@example.org
If a complaint is being made about a particular person and the person’s name is being given, the complaint must be written, giving details such as dates and locations so that the person dealing with the complaint can check the facts of the complaint.
If the complainant is not satisfied with the outcome of a complaint following an internal review she/he may seek a review of the complaint by an external independent person or the Ombudsman/Ombudsman for Children.
Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2
Tel: 01 6395600
Ombudsman for Children’s Office, Millenium House, 52-56 Great Strand Street, Dublin 1
Tel: 01 8656800