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The Patient Liaison Officer Role includes the following:

– Facilitating the communications process for families and relatives who attend the Mercy University Hospital.

– Advocating for patients in the hospital, this function is carried out through communication, negotiation and representation of the patient’s values and decisions in collaboration with other team members.

– Undertaking patient opinion surveys and the distribution and collection of comment cards. Comments are followed up and an acknowledgement is sent to those who leave contact details. Comment Boxes are situated throughout the hospital and patients and families are encouraged to fill in our comment cards as their feedback is very welcome.

– Involvement with the Hospital Complaints Procedure and in particular liaising with the Complaints Manger in respect of potential risk issues, dealing with individual patient queries as they arise on the wards undertaking investigation and actions necessary to resolve them issues that arise locally.

– Gathering and analysing Patient Feedback and using the information to improve services to patients.

Issues that are raised are acted upon immediately areas of concern that are raised by patients or their families are also looked into. Completed patient surveys are presented to the CEO, Clinical Director, Director of Nursing, Quality Manager and Complaints Officer and the actions that have been taken regarding suggestions that have been made.

Communication is a major part of my role and I maintain open communication with CNM’s, Ward Managers, Allied Health Professionals and Consultants on patient care issues and speak on behalf of those patients and their families who request me to do so.

The Mercy Hospital supports the implementation of the HIQA Standards for Safer Better Healthcare and for me the main focus will be the standard relating to Person Centred Care and ensuring that the patient is the centre of all we do in this hospital

My main focus in this hospital is that our service users are treated with kindness, consideration and respect and that the ethos and the values of the Mercy are evident through the work carried out by all of our staff. Part of my role is empowering patient to ask questions and become involved in their own healthcare. It is imperative that patients are listened to and communicated to in a language they understand I give sessions to the NCHD’s and the student Nurses annually.

I am leading out on the Train the Trainer Open Disclosure Training with the National Lead.

I am also participating in the Person Centred Cultures Programme currently being rolled out by the HSE.

On a National level I am involved in the following groups:

– National Patients for Patients Safety

– National Patient Forum

– National Acute Stream Working Group Nursing and Midwifery Quality Care Metrics

– Quality Improvement Division:

– National Networking Group (Presentation given on PALS in the MUH)

– National Focus Group on Patient Liaison and Advice Service in Acute Hospitals

– Draft National Guidance for Supporting People’s Advocacy ( to commence in February 2017)

I was also involved in the national draft publications for the following:

– National Standards for the Prevention and Control of Healthcare Infections

– National Medical Card Unit Strategic Plan

– National Draft Framework for Prevention and Management of Chronic Diseases

– National Review of Medical Council Booklet for Patients

– National Patient Experience Survey

– National Final Draft on Person Centred Pillars and Principles

– National Medical Card Strategic Plan