Complaints Procedure

At Portumna Retirement Village we take pride in the care and attention that we give to our residents and we aim to do our best to satisfy our residents, their representatives and visitors.

On occasion, you may feel that our service or some element of the way we operate has not been to your satisfaction. If this is the case, we want to hear from you and hopefully we can resolve the issue. Please be assured that at Portumna Retirement Village, all complaints (from residents, relatives, or visitors) are treated seriously and are dealt with promptly and effectively. We endeavour to assist all residents to understand this complaints procedure.

  • Complaints may be submitted by residents, their relatives, or advocates (verbally or in writing).
  • Complaints can be addressed to any member of staff who will report to the Care Manager, Mary Herron, who is the nominated person for dealing with complaints.
  • If the complaint refers to the staff member the complaint is reported to, or the senior member of staff who it is then reported to, it may be referred to the General Manager, Peter Feerick.
  • If a resident feels that he/she wishes to have an advocate to assist them, then one can be appointed.  Fr. Warner is available to act as an advocate for any resident or relative. He can be contacted directly at 086-7256876.
  • Complaints will be investigated promptly but if a complaint cannot be resolved immediately, then you will be advised of the likely timescale as to how long an investigation and resolution may take, and we will endeavor to have the complaint resolved within four weeks. 
  • If the complaint remains unresolved the complaint will then be addressed to the General Manager, Peter Feerick and he will investigate the complaint.
  • All complaints can be brought to the attention of the registered provider (Tony Williams) by a resident / relative / advocate.
  • On resolution of any complaint, we will revert to you with the outcome and hopefully you will be satisfied.
  • In the event of you not being satisfied we will provide you with details of our Appeals Procedure. You may wish to involve an advocate at any time and as above Fr Freddie Warner is happy to act as an advocate for you. Alternatively, the Galway Advocacy Service can be contacted as an independent advocate on 091 528325, Support and Advocacy for Older People on 1850 71 94 00
  • Judgement on an appeal will be made by Mr. Francis Larkin (087-6298990) who will act independently in the appeals process.
  • If you have complained to us and you are not satisfied with the outcome, 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 procedure as well as delays or inaction in our dealings with you. The Ombudsman’s remit relates to complaints about actions that occur after the 24th August 2015. The ombudsman cannot examine complaints about actions which occurred before that date.

You may contact the Office of the Ombudsman by:

Calling LoCall 1890 22 30 30 / 01 639 5600
Emailing ombudsman@ombudsman.gov.ie
Writing to the Office of the Ombudsman, 18 Lr Leeson Street, Dublin 2
You can also make a complaint online using the online complaint form.

Health Information and Quality Authority (HIQA)

HIQA do not have the power to investigate individual complaints, however, they do evaluate whether the information received indicates non-compliance with the Health Act 2007.

You may register your concern about our service by:

Calling the advice line on 021 240 9660
Emailing inspections@hiqa.ie
Writing to the Office of the Chief Inspector, Health Information and Quality Authority, Social Services Inspectorate, 1301 City Gate, Mahon, Cork

A copy of the Complaints policy is contained in the Resident Information Pack