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Quality Assurance

Policies that Inform our Practice
As a provider of high quality nursing care we adhere to the 'National Quality Standards for Residential Care Settings for Older People in Ireland'. These standards help to consolidate existing good practice whilst also identifying areas for development. A copy of the standards can be obtained either online at or by writing to: Health Information and Quality Authority, Social Services Inspectorate, 1301 City Gate, Mahon, Cork.

We also adhere to the Health Act 2007 (Care and Welfare of Residents in Designated Centres for Older People) Regulations 2013. Among the many policies we have in place which guide the operation of the Nursing Home are:

  • Infection Control Guidelines
  • End of Life Care
  • Complaints
  • Elder Abuse
  • Admissions
  • Medication Management
  • Missing Persons
  • Health and Safety
  • Managing Aggressive Behaviour
  • Managing Resident personal property and possessions
  • Communication Recruitment, selection and vetting of staff
  • Monitoring and Documentation of Nutritional Intake
  • Emergencies
  • Transfer and discharge of residents


We are registered and inspected by the Health Information and Quality Authority HIQA. A copy of our latest report is available in the Nursing Home. You can also view the report on the HIQA website at

If you have serious concerns about the operation of the Nursing Home you may contact the Inspectorate by:

  • Calling the advice line on 021 240 9660
  • Emailing
  • Writing to the Office of the Chief Inspector, Health Information and Quality Authority, Social Services Inspectorate, 1301 City Gate, Mahon, Cork or Dublin Regional Office, George's Court, George's Lane, Dublin 7.


Resident Feedback
We are interested in your feedback to ensure that our service is continually reviewed and refined in line with best practice and resident choice. There are a number of ways in which you can share your views and participate in the consultation process:

  • Speak to a member of staff who will pass on your comments/views to the relevant person.
  • Speak with your Clinical Nurse Manager


Residents Council
We operate a Residents Council chaired by an elected resident and the Director of Nursing. We actively encourage residents to get involved in the council as issues raised at the council meeting go towards determining how The Malay, your home operates. The dates of the meetings are displayed on the notice board in the front hall.


We also have a Comments/Suggestions box in the porch at the front door for which the Director of Nursing takes responsibility.



  1. Speak with a member of staff or with the Clinical Nurse Manager (CNM) who is responsible for your/your relative's care. Alternatively speak with the CNM on duty. A CNM is usually on duty 24/7. The Director of Nursing is the named person responsible for complaints within the Nursing Home.
  2. Once your complaint is received either verbally or in writing, the Director of Nursing will write to you within 5 days acknowledging your complaint and invite you to meet with her.
  3. Your complaint will be investigated and responded to within 28 days or, if more time is required for the investigation, you will be written to informing you of the delay.
  4. If you are not happy with the response to any query, comment or complaint, please feel free to contact the Director of Operations who is the Registered Provider and acts in the capacity of independent adjudicator for complaints.


Complaint Procedures and the Ombudsman
If you have complained to us and you're not satisfied with our decision on your complaint it is open to you to contact the Office of the Ombudsman. The Ombudsman provides an impartial, independent and free service. By law the Ombudsman can examine complaints about any of our administrative actions or procedures as well as delays or inaction in our dealings with you. The Ombudsman's remit relates to complaints about actions which occur on or after 24 August 2015.  The Ombudsman cannot examine complaints about actions which occurred before that date with the exception of complaints from residents eligible to complain under "Your Service Your Say" (Residents whose place is provided under a contract with the HSE).

Contact details are as follows:
18 Lower Leeson Street
Dublin 2.

Phone: Lo Call 1890 22 30 30 or, (01) 639 5600

You can also make a complaint online using the online complaint form

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