Category: Mental Health

Review of the Your Service Your Say Complaints process within the Mental Health Services division

The National Complaints Governance and Learning Team (NCGLT) which is a division within QAV of the HSE are commencing a review of the Your Service Your Say Complaints process within the Mental Health Services division over the coming months.  The purpose of this review will be to establish the extent to which Mental Health Services comply, with the requirements set out in Part 9 of the Health Act 2004 and the HSE’s policy ‘Your Service Your Say (YSYS) The Management of Service User Feedback for Comments, Compliments and Complaints, HSE Policy 2017’.  This review will include an assessment into the overall quality of responses provided to complainants and evidence of any learning identified by the service itself.

As part of this review we now have an online survey available via the platform Survey Monkey which is available for service users of HSE Mental Health Services to complete. It is hoped that the information gathered through this survey will provide an indication of how service user’s found the process of making a complaint, and if they felt supported and communicated to throughout this process.


Service User Survey

It is also the intention of the review team to establish if:

  • Service users feel safe making a complaint or do they fear negative repercussions as a result?
  •  The complaints system is accessible/easy to use/promoted within the service?
  •  Advocacy services are signposted?
  • Complainants feel listened to and respected?
  • Complainants have confidence that anything will change as a result of complaining?
  • Complaints are investigated in a transparent and impartial way?
  • There is evidence of organisational learning as a result of the complaint?
  • There is evidence of accountability for performance issues?

I would be most obliged , if you could notify any interested parties/ service users within your remit that the service user survey is now available online at the following link:

Any queries relating to these surveys can be forwarded to

A report by the Mental Health Commission on the ‘Physical Health of People with Serious Mental Illness’

Primetime did a piece on this last week and John Kelly was asked by the Mental Health Commission to do an interview for the piece, giving the story of someone who has ‘come out the other side’ (for want of a better term)  health wise of what the commission termed to me as an ‘ovemedicalised system.’
While John was challenged by and subsequently challenged the name and messaging of the report, John felt it important to get the message across that just because someone is diagnosed with a condition, that it isn’t necessarily the case that they will remain ill, given the right environment, supports and opportunities.
For the Primetime piece, please see the link below:

Register now for Mental Health Europe’s webinar on the European Semester

Initiated in 2010, the European Semester was initially a cycle of economic and fiscal policy coordination within the European Union (EU). Nine years later, the adoption of the European Pillar of Social Rights has put social policies back on the EU agenda and has led the Semester to include national social reforms in its process.

The European Semester is becoming an essential driver for social changes and reforms in Europe.

MHE would like to support its membership as well as partners and stakeholders in getting involved in the European Semester process, which might seem a bit complex to navigate. We want to help you understand how to work with it, and explain to what extent it is relevant to mental health.

Getting involved in the European Semester is easier than you think. Join our live webinar on European Semester to:

  • Learn how it works, its framework and timeline
  • Identify opportunities for your organisation to influence the process
  • Understand how you can get involved
  • Hear more from the experience of other organisations
10.00 – 10:10  Claudia Marinetti, Director, Mental Health Europe,  “Welcome and introduction”
10.10 – 10.30 Dr Krzysztof Stefan Iszkowski, European Commission, “Understanding the European Semester and how it works”
10h30 – 10h45 Amana Ferro, Senior Policy Officer, European Anti-Poverty Network (EAPN), “EAPN’s experience in working with the European Semester”
10h45 – 11h00 Dorota Sienkiewicz, Policy Coordinator, EuroHealthNet, “Our work on the European Semester”
11h15 – 11h30  Laura Marchetti, Policy Officer, Mental Health Europe, “How to get involved with the European Semester”
Followed by open discussions