HIQA Complaints Procedure

Overview

Draft or update a complaints procedure for healthcare services aligned with HIQA NSSBH and national complaints guidance.

Getting Started

Add your source materials to the project workspace, then activate the HIQA Complaints Procedure skill. The agent will guide you through the process step by step.

Example conversation

You: We need a complaints procedure for our primary care service that’s HIQA-aligned and mentions the Ombudsman.

Agent: I’ll use the NSSBH reference (person-centred, accountability). I’ll draft a procedure that covers: how to make a complaint (accessible and clear); acknowledgment and response timelines; investigation and response; escalation; learning and improvement; recording; and when the Ombudsman can be contacted. I’ll add clear timeframes and responsible roles.

Output excerpt

Complaints procedure excerpt

Making a complaint — Complaints can be made in person, by phone, in writing, or by email. Contact: [details]. We will acknowledge your complaint within [X] working days and aim to respond fully within [Y] working days.

Escalation — If you are not satisfied with our response, you can ask for your complaint to be escalated to [role]. You may also contact the Ombudsman at [reference] once our process is complete.

Extension and validation

This skill does not include custom validation tools. Elaboration is guided by the skill workflow and reference materials.