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