As a valued supporter of MS Ireland, the board know it is important that we facilitate any feedback or complaints that you may have. If for any reason, you should feel aggrieved then we will endeavour to do our utmost to make sure that we come to a satisfactory resolution. We feel it is important that we learn from our mistakes so your feedback is very important to us.
We are committed to ensuring that all our communications and dealings with the general public and supporters are of the highest possible standard. We listen and respond to your views so that we can continue to improve.
• it is as easy as possible to make a complaint;
• we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
• we treat it seriously whether it is made by telephone, letter, fax, email or in person;
• we deal with it quickly and politely;
• we respond accordingly - for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc;
• we learn from complaints, use them to improve, and monitor them at our Board.
If you do have any feedback, or a complaint about any aspect of our work or the conduct of our staff or volunteers, you can contact the Multiple Sclerosis Society by email, post, telephone or in person.
A complaint should include:
In the first instance, your feedback or complaint will be dealt with by a staff member who will endeavour to resolve the issue, or forward it to the most appropriate person to respond. Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.
The Multiple Sclerosis Society of Ireland
80 Northumberland Road
Telephone: 01 678 1600
If your complaint is received over the phone we will endeavour to have it resolved there and then (where possible), if it is received by email, fax or post we will acknowledge it within 7 days and do everything to resolve any complaints within 14 working days. If this is not possible, we will explain why and provide a new deadline.
If you are not happy with our response, you may get in touch again by writing to MS Ireland’s Chairman. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
Finally, if you feel that you are not satisfied, we can direct you to an independent monitoring group who will assess your complaint in an objective manner.
MS Ireland strives to provide services to the highest standards. Our complaints procedures are an essential element of client responsiveness. If you are a person in receipt of a direct service from MS Ireland and wish to offer feedback or make a formal complaint please email or write directly to David Allen, The Multiple Sclerosis Society of Ireland, 80 Northumberland Road, Dublin 4, DO4 T856. Telephone: 01 678 1600 or email: firstname.lastname@example.org Please use the reference “SERVICES” on all correspondence and in the subject bar of any emails.
A “complaint” as defined in PART 9 of the Health Act 2004 means any action of the Executive or a service provider that— a) it is claimed, does not accord with fair or sound administrative practice, and (b) adversely affects the person by whom or on whose behalf the complaint is made.
First ever patient survey of outpatient neurology services now calling for responses The Neurological Alliance of Ireland (NAI), the umbrella representing over 30 patient organisations, in partnership with the National Clinical Programme in Neurology, has launched the first ever patient experience survey of outpatient neurology services in Ireland. This survey represents an important opportunity for people with neurological conditions and their families to share their experiences of neurology services in order to identify areas of the service that can be improved over time. Tell Us What You Think To find out more about the survey and how you can complete it please download information leaflet Closing date for completing the survey: Friday, 15th December 2017
Majority prefers hard copy to ebooks with almost half visiting the library according to MS Readathon survey Seventy-six per cent of people prefer to read from a hard copy book versus an ebook or audio, according to a survey marking 30 years of the MS Readathon. Most of Ireland’s readers have their own personal library at home (92%) and read primarily for leisure (95%). 4% read for research. Almost half of those surveyed visit the public library for the most part to check out a book (76%), while 19% attend events at the library and 5% access the internet or use a computer. At 95%, almost all believe it is highly important for children to form the habit of reading in a world of screens. There is still time to sign up for the MS Readathon and Multiple Sclerosis Ireland is encouraging schools and home readers to take part in the sponsored reading initiative. The reading month will take place from October 13th to November 13th 2017. Please visit www.msreadathon.ie to find out more. Felicity Dahl launched the 30th MS Readathon joining MS ambassador, Michelle Hanley, 27, from Cork who is living with MS, and her two children, Abbey and Alex. Felicity’s late husband, Roald Dahl launched the first ever MS Readathon in 1988. She referred to the well-loved author’s words: “Roald once said, 'if you can learn to treat books as your friends when you are young, you will always be able to cope with the tougher [more serious] ones in later life’.” Reading a book is the number one way to spend down-time for more than half of respondents, followed respectively by watching television at 23%, scrolling through apps on a mobile or tablet at 12%, surfing the web at 11% and lastly, checking emails. According to the MS Readathon survey, 42% are happy to read anywhere, 38% read in bed, 14% on the couch and 6% read on public transport. 1 in 10 claimed that they would like to read more (12%). Survey marks 30 years of the sponsored reading initiative for Multiple Sclerosis Ireland proudly supported by Heinz. Thanks to everyone for taking part!
Have you got something to say about what your life is like living with MS in Ireland? Will you share it with the world? This is your opportunity to get more involved with MS Ireland as well as showing us your glorious gifts of expression! In 2018 our award-winning blog is being revamped. We are seeking writers who have a passion for sharing their thoughts, getting to the point and who want to get involved with MS and Me Blog in 2018. Since 2012 the MS and Me Blog has been an online space for people to share their stories of living with MS. The Blog has become a vital information source for the MS community in Ireland and further afield. With updates every week, the Blog has become part of many people’s weekly reading and is a way to connect with other people with MS. The current group of bloggers have shared their tales of triumph, told the world how they’ve dealt with disappointment, how they maximise the good things in life, learned to deal with the symptoms, celebrated the benefits of being part of a community, the fall-out from diagnosis and treatment and the joys that come from lives well lived. We want more people to get involved and write for the MS and Me Blog and are calling for people with MS and others from the MS community in Ireland (including carers, health care professionals, partners of people with MS) to take part in the MS and Me Blog. Does this sound like you? Write to us, tell us who you are, where you’re from, what age you are and your connection with the MS Community. You’ll also need to send us: One 500-word piece about MS A Letter of Motivation as to why you want to take part Send your work to email@example.com (with MS and Me Blog in the subject line) by the 9th November 2017. We will be in contact with everyone who submits their pieces on time. If you have any questions, please email us or get in contact on Facebook or Twitter. The MS and Me Blog Editorial Team
NUI Galway trial of the Pain Course, an online pain self-management programme for adults with chronic pain. The Centre for Pain Research at NUI Galway is currently recruiting people with chronic pain (pain which has lasted for 3 months or more) to take part in a trial of the Pain Course, a free, online and internet-delivered pain self-management programme. The study offers adults with chronic pain the opportunity to avail of this 8 week, online Cognitive-Behavioural Therapy course, in the comfort of their own home. The Pain Course, was developed by a team of experts at MacQuarie University, Sydney, Australia. The Centre for Pain Research, in collaboration with the research team at MacQuarie University, is conducting a research trial of the Pain Course with adults, who experience chronic pain, and live in Ireland. As many people with chronic pain are unable to access specialist pain management services, this Course provides people with a programme that teaches them about and how to manage chronic pain, with clinician telephone support, in their own home. Living with chronic pain is very challenging and affected persons can also struggle with anxiety and depression for very understandable reasons. Chronic pain can, therefore, significantly disrupt a person’s life. The Pain Course provides good information and teaches practical skills to help manage the impact of pain on a person’s day-to-day activities, feelings of well-being and overall quality of life. A pilot study that examined the acceptability of the Pain Course among a small group of adults with chronic pain in Ireland, found that the majority of participants reported a high level of satisfaction with the Course. All participants found the programme to be worthwhile and would recommend it to others. Feedback was predominantly positive: “I have learned the basics about chronic pain … Having this information now and using the skills delivered in the course, I find that I think about everything in a different way now” and “The course showed me that I am not alone.” Study supervisor, Professor Brian McGuire, from School of Psychology at NUI Galway, said: “This important collaboration with colleagues at MacQuarie University, who have developed a broad range of online treatment programmes, will enable us to help people in Ireland to have increased access to effective treatment to manage the impact of chronic pain.” Catherine Navin, a clinical psychologist, at NUI Galway, who coordinates the study, said “Over 1,000 Australians have completed the Pain Course with very encouraging results and we are hopeful that adults with chronic pain in Ireland will similarly benefit from this treatment.” Get in touch For further information, please contact Catherine by emailing, firstname.lastname@example.org, or phone 091 495832, or visit Centre of Pain website. The study is open to people all over Ireland and will take place over the coming months. GPs, physiotherapists or psychologists are also encouraged to refer suitable people with pain to the study.
Date for your diary! MS Research Explored free public lecture. Date: Thursday, 30th November 2017 Time: TBC Venue: Trinity Biomedial Sciences Institute, Trinity College Dublin More details to follow...
10:00 - 17:00
18:30 - 19:30
11:15 - 12:15
South Dublin A...
18:15 - 19:45
12:30 - 13:30
13:30 - 15:00
10:00 - 11:00
12:00 - 13:00
South West Dub...
12:30 - 13:00
10:00 - 15:00