Complaints Policy

Padre Pio Nursing Home is committed to dealing effectively with any complaints about our services. Making a complaint will not adversely affect the ongoing care provided in the Nursing Home.

All complaints require a response and a resolution. Some resolutions can be provided immediately and with relative ease. If a complaint cannot be resolved directly, it may be referred for formal investigation.

Informal complaints can be made to any member of Staff. The staff member shall attempt to resolve the complaint immediately and locally where possible. They may require input from their Manager to do so. Where complaints are resolved locally, details of the complaint are documented in the complaints log. Frontline resolution of informal complaints should be completed within 5 days.

If a local resolution cannot be found, the complaint may be referred on for formal investigation

A formal complaint may be made in any of the following ways:

  • A Complaint Form may be completed and submitted to the Nursing Home
  • By contacting our Complaints Officer on: 087 9044603
  • By e-mailing us at bmcnh@eircom.net
  • By writing a letter to us at: Padre Pio Nursing Home, Holycross, Thurles, Co. Tipperary

Copies of the complaint form are available in the Nursing Home or download the form here.

‘Complaint Procedures and the Ombudsman’

If you have complained to us and you’re not satisfied with our decision on your complaint it is open to you to contact the Office of the Ombudsman. The Ombudsman provides an impartial, independent and free service. By law the Ombudsman can examine complaints about any of our administrative actions or procedures as well as delays or inaction in our dealings with you. The Ombudsman’s remit relates to complaints about actions which occur on or after 24 August 2015. The Ombudsman cannot examine complaints about actions which occurred before that date with the exception of complaints from residents eligible to complain under “Your Service Your Say” (Residents whose place is provided under a contract with the HSE).

Contact details are as follows:

THE OFFICE OF THE OMBUDSMAN

18 Lower Leeson Street
Dublin 2.

Phone: LoCall 1890 22 30 30 or (01) 639 5600
Email: ombudsman@ombudsman.gov.ie
You can also make a complaint online using the online complaint form www.ombudsman.gov.ie