Complaints, compliments and feedback: Your Service Your Say at the National Screening Service

We want to provide safe and high-quality services so that you receive the best care and treatment. Your feedback matters. It helps us to improve our services.

We want to hear from you about your experience of using our services:

• what worked for you
• what could we improve
• what didn't work for you

What feedback can I give?

You can comment on our services, give a suggestion about improving our services, pay a compliment about our services or to our staff, and you can make a complaint. We welcome all feedback so that we can continue to learn and improve our services.

Your feedback, including comments and compliments, will be shared with our service and any staff members involved.

How to make a comment, suggestion, compliment or complaint

You can give us feedback in the following ways:

• Tell the people taking care of you today
• You can telephone, email or write to us using the contact details below:

Contact name: Belinda Carroll, Deputy Programme Manager
Programme/ Department: BreastCheck Feedback
Email address: info@breastcheck.ie
Postal address: C/O BreastCheck Southern Unit, Infirmary Road, Cork City, T12 ET99
Telephone number: 021 464 9792

Contact name: Laura Tobin, Deputy Programme Manager
Programme/ Department: CervicalCheck Feedback
Email address: feedback@screeningservice.ie
Postal address: Mount Kennett House, Henry Street, Limerick, V94 KN3N
Telephone number: 061 406 500

Contact name: Lisa Heffernan, Clinical Co-ordinator
Programme/ Department: BowelScreen Feedback
Email address: info@bowelscreen.ie
Postal address: Kings Inn House, 200 Parnell St, Rotunda, Dublin, D01 A3Y8
Telephone number: 01 865 9300

Contact name: Niamh McNamara, Quality Assurance Co-ordinator
Programme/ Department: Diabetic RetinaScreen Feedback
Email address: info@diabeticretinascreen.ie
Postal address: Kings Inn House, 200 Parnell St, Rotunda, Dublin, D01 A3Y8
Telephone number: 01 865 9300

Contact name: Susie Black, Senior Complaints & Feedback Manager
Programme/ Department: Client Services, NSS General Feedback
Email address: your.say@screeningservice.ie
Postal address: Kings Inn House, 200 Parnell St, Rotunda, Dublin, D01 A3Y8
Telephone number: 01 865 9300

What information do I need to give if I am making a complaint?

If you want to make a complaint you should try to give us as much information as possible.

• What happened and when
• Who was involved
• What your concerns are
• If you told anyone or did anything at the time to try and resolve the matter
• What you want to happen now

Provide any other information you think is important and include copies of any documents that you think are relevant.

You can also ask a relative, carer or advocate to give feedback on your behalf.

What happens after you make a complaint

You may have had a poor experience and told a member of staff or the person providing your care. If you did, they will try to help you straight away, if possible. If they were not able to help you straight away, they will do so within 48 hours.

If you make a written complaint, we will let you know that we have received your complaint within 5 working days.

Then we will:

• look into your complaint and respond to you within 30 working days
• contact you to ask for more time, if needed
• keep you updated every 20 working days after that

We might call or ask to meet you to hear more about it.

If you are not happy with the outcome of your complaint, you can ask for an internal review by the National Screening Service. You can also ask for an external review from the Ombudsman.

 

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