Villa Marie tries to operate in as open and transparent a manner as possible and we acknowledge that people should and do make complaints from time to time.
Christine Ann Burke, our Person In Charge, is our Complaints Officer and is the person to whom complaints should be addressed in the event that the problem cannot be resolved immediately by staff on duty.
All complainants will be treated with respect, their complaints will be investigated fully and an appropriate response will be given in a timely manner.
Full details of our complaints procedure are displayed prominently in the main entrance
Complaints Procedures and the Ombudsman
If you have complained to us and you are 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 the 24th of 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
Feedback & Information for Nursing Home
Our Residents Committee creates a forum in which residents can discuss their needs, suggest ideas for activities and comment on the programme of events and make their own recommendations.
Feedback is essential to us. Please feel free to write to either the residents committee or ourselves with any comments that you may have.