Frequently asked questions
All adult patients discharged during May 2017 who have spent 24 hours or more in a public acute hospital and have a postal address in the Republic of Ireland will be asked to complete the survey.
If selected, you will receive a survey pack by post about two weeks after you were discharged from hospital. This pack will include an invitation letter, a questionnaire and a Freepost envelope. You can complete the paper version of the survey or you can complete it online on a computer, laptop, smartphone or tablet. Please note, however, that only one response per participant can be accepted.
The survey offers you the opportunity to tell us about your experience in hospital. Your responses will provide us with valuable information on the standard of services and help set priorities for the delivery of a better healthcare service for all patients.
No, you can ask a friend or a relative to help you once the answers given are your own. You can also call our Freephone number on 1800 314 093 if you would like assistance over the phone with filling in the questionnaire. We will talk you through the questionnaire. The helpline is open Monday to Friday from 9am to 5pm.
We will write to you twice more after we send you the first survey pack. We will send you a reminder letter two weeks later, followed by a last reminder pack two weeks after that again. We will only do so if you have not yet completed and returned the questionnaire. The more responses we receive, the more confident we can be that the results of the survey describe the full range of patient experiences in Ireland.
The survey will ask questions about your admission to hospital, the ward environment, your care and treatment, interaction with staff and your discharge. The questions ask you to select a response by ticking a box, and you are also asked for your written comments and feedback at the end of the questionnaire.
All survey responses are anonymous. Responses will be combined to produce reports on the quality and safety of care in Irish hospitals. These reports will be made publically available on the National Patient Experience Survey website.
Yes. Your answers will be processed in strict confidence and kept separate from your contact details.
Your contact details have been provided by the HSE to enable us to send you the survey. These details are stored securely and confidentially under the terms of the Data Protection Acts 1988 and 2003. The survey contractor will delete your name and address when the survey is complete.
Information about your medical history or other personal information will not be obtained. Each survey contains a unique ID number and the person reading your completed survey will only be able to see this number, not your name or address.
Your experience is vital to improving our health service and it is, therefore, our hope that you would participate in the survey. However, if you would prefer not to participate you can opt out on our website or by calling the Freephone number 1800 314 093. Please be assured that your future care will not be affected should you not participate in the survey.
If you received good quality care then you can use the survey as an opportunity to let us know that you had a positive experience and why.
Please use the National Patient Experience Survey to provide general feedback about your hospital experience. This feedback will be anonymised and we can, therefore, not respond to individuals directly. If a serious complaint is received, it will be handled in accordance with HIQA and HSE procedures. However, if you would like to make a comment, compliment or complaint and receive a response, please email the HSE at firstname.lastname@example.org, phone 1890-424-555, or go to www.healthcomplaints.ie.
If you want to contact the HSE with a general query, phone the HSE information line on 1850 241 850.