Patient Advocacy Service Ireland: How to Get Independent Help With HSE Complaints

What the Patient Advocacy Service Actually Does

The Patient Advocacy Service (PAS) is a free, independent, and confidential service funded by the Department of Health. It exists to help people who want to make a formal complaint about their experience in a public acute hospital or nursing home. PAS does not work for the HSE — it works for you.

An advocate from PAS can help you understand your rights under the HSE's "Your Service Your Say" complaints process, draft a written complaint, attend meetings with hospital or HSE management on your behalf, and explain the outcome of an investigation. The service is particularly valuable when you feel the system is not taking your concern seriously, or when the complaint involves a vulnerable older person who cannot navigate the process alone.

PAS currently supports eligible formal complaints about public acute hospitals and nursing homes. A complaint about a community service, GP, or another setting may fall outside its current remit, so check before relying on PAS.

When to Contact PAS for a Home Support Issue

If your complaint is about the HSE Home Support Scheme — for example, unreasonable delays in the care needs assessment, an unexplained reduction in approved home help hours, or poor conduct from an HSE-employed home support worker — your first step is the HSE's own "Your Service Your Say" process. You can submit this online, by email to [email protected], or by calling 1890 424 555.

If the HSE's internal response is unsatisfactory, or if you find the process confusing or intimidating, ask PAS whether your case falls within its current remit and whether it can assist with escalation. For eligible complaints, PAS can help you articulate what went wrong and explain further stages, including referral to the Ombudsman if necessary. The Ombudsman can investigate HSE administrative decisions and make recommendations to the HSE.

How PAS Differs From Sage Advocacy

People often confuse PAS with Sage Advocacy, but they serve different purposes. PAS is specifically a complaints advocacy service — it helps you navigate formal grievance and complaint processes within the public health system. Sage Advocacy provides a broader range of support for vulnerable adults, including independent advocacy for people who may lack the capacity to make certain decisions, support during ward-of-court transitions under the Assisted Decision-Making (Capacity) Act 2015, and help with issues in residential care settings.

If your parent is in an eligible public acute hospital and you are unhappy with the discharge plan or the care they received, PAS is the right call. If your parent has cognitive decline and you are concerned about their rights being overridden in a care setting, Sage Advocacy is more appropriate.

How to Access PAS

You can reach the Patient Advocacy Service by calling their national phone line at 0818 293 003 or emailing [email protected]. The phone line operates Monday to Friday, 10am to 4pm. There is no charge, no referral required, and you do not need a medical card.

PAS can work directly with the patient or with a family member, carer, or legal representative acting on their behalf. If the patient cannot make a complaint independently, ask PAS what consent or authority it needs from the person acting for them.

What If PAS Cannot Help?

PAS does not automatically cover every HSE-funded or community service. If you have a complaint about a private home care agency, you should contact the agency's own complaints officer first. Under the Health (Amendment) (Home Support Providers) Act 2026, home care providers within the Act's scope will eventually need to register with HIQA, which will establish an independent inspection and complaints framework for private home care. Until the full rollout, Consumer Protection Commission guidelines and contract law govern disputes with private agencies.

For a complete walkthrough of arranging HSE Home Support — from the 24-page application form through the interRAI assessment to navigating appeals when hours are cut — the Home Support Scheme Ireland guide covers every stage of the process, including complaint templates and appeal scripts.

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