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September 2010 - Investigation report of a complaint concerning HSE West

Investigation Report regarding a complaint made by Mr Thomas Kennedy, Co Galway on behalf of his mother, Mrs Ann Kennedy (RIP), Highfield Nursing Home, Co. Galway against the Health Service Executive, West.

Office of the Ombudsman
September 2010

 

Contents

  Full Report - Downloadable version (pdf, 176 kb)

Chapter 1 - Background

Chapter 2 - Statement of Complaint

Chapter 3 - HSE's response

Chapter 4 - The Investigation

Chapter 5 - Analysis

Chapter 6 - Findings

Chapter 7 - Recommendations

Appendix 1 - The Ombudsman's Guide to the provision of redress

Appendix 2 - Extract from HSE Complaints Management Policy

Appendix 3 - Letter from HSE West to the Office of the Ombudsman agreeing entitlement to redress for costs incurred.

Appendix 4 - Letter from HSE withdrawing offer to make a financial payment to the complainant.

Appendix 5 - Letter from Consumer Affairs Department HSE West making a revised offer to make an ex gratia payment to the complainant.

Appendix 6 - Letter from Local Health Office, HSE West, withdrawing the revised offer to make an ex gratia payment to the complainant.

Appendix 7 - The Ombudsman's Guide to Standards of Best Practice for Public Servants