Feedback & Comments

Saint Luke’s Radiation Oncology Network is committed to providing you with the highest standard of care and treatment. As part of this commitment, we actively welcome feedback from patients and their families about the services we deliver. We view every comment or complaint as a valuable opportunity to enhance the quality of our services. Our approach follows the HSE’s Your Service, Your Say guidelines.

We encourage you to share any comments, compliments, or complaints you may have about your care.

Your feedback helps us learn, improve, and continually strengthen the services we provide.

How do I make a comment, compliment or complaint?

You can share your feedback in any of the following ways:

Please Note: Anonymous complaints cannot be formally investigated, but the details will be reviewed by the relevant department manager.

What will happen next?

  • If you submit a compliment, we will acknowledge directly, provided we have your contact details.
  • If you submit a comment or feedback, we will acknowledge directly and signpost to relevant supports if needed.
  • Your comment or compliment will be shared with the relevant service or staff member.
  • If you submit a written complaint, a complaints officer will acknowledge it in writing within five working days.

What to include in a complaint:

When making a complaint, please include the following details:

  • Who was involved?
  • What happened, and when did it occur?
  • Where did the incident take place?
  • How did it happen?
  • Why do you believe it occurred?
  • What outcome would you like to see?

Please also include any additional information and attach copies of any relevant documents.

How will my complaint be handled?

Depending on the nature and seriousness of the issue

  • A staff member or service manager may try to resolve your complaint locally,
    or
  • A complaints officer may conduct a more detailed review of the issues you have raised.

How long will the complaints process take?

  • A complaints officer will review your complaint within 30 working days from the date it was acknowledged.
  • If additional time is needed to fully address your concerns, you will be notified within the 30‑day period and updated every 20 working days thereafter.
  • If you are not satisfied with the outcome, you may refer the matter to the Office of the Ombudsman at: www.ombudsman.gov.ie

Useful Links:

More information on Your Service Your Say can be found at www.hse.ie