Damien English (Meath West, Fine Gael) | Oireachtas source

People have put such cases on the record, and the Minister has made it very clear that it is unacceptable. It is certainly unacceptable that information gets lost, mislaid or delayed. He has made it clear that this aspect is not good enough and needs to be reformed. There have been many such stories, and it was part of the review of the application process which the Minister has organised. The HSE has a structured protocol in place for the medical card application and review process, and every effort is made to ensure ongoing engagement between the HSE and applicants during this process. However, I will outline some of the steps being taken to improve the quality of the service.

The Deputy will be aware of the publication of the reports of the expert panel on medical need and medical card eligibility and the external review of the medical card process. The external review was commissioned to examine how the HSE currently administers the medical card application process and to recommend ways in which the process could be made more efficient, simple and user-friendly in the future. Efficiency is the one the Deputy is seeking. In the light of the conclusions of the two reports, ten key actions have been identified to improve the operation of the medical card system, particularly for people with significant medical needs, and these are most welcome. To deliver on these, a range of actions are being put into effect or will be pursued in the short-term by the HSE. As an example, the HSE will ensure a more integrated and sensitive processing of applications, involving greater exchange of information between the central assessment office and the local health offices about people's medical circumstances and needs. In addition, the HSE has appointed a senior manager to lead the reform of the systems for handling medical card applications and reviews, with a focus on a high-quality customer service and easy-to-understand information and processes.

Improved communications and information will be developed and provided for the public, health sector staff and health advocacy groups to ensure a better understanding of people's entitlements and the rules of the medical card scheme. Furthermore, a clinical advisory group will be established by the HSE in the new year to develop guidance on assessing applications involving significant medical conditions in order to take account of the burden involved and the needs arising from the condition and to ensure that appropriate services are provided to people who need them.

Other actions the Health Service Executive, HSE, will progress in the short term will be the development of a single, integrated process for people to apply for a medical card, a GP-visit card, the long-term Illness scheme and the drugs payment scheme, as well as the establishment of access points nationwide in health offices to support and assist people to make applications. This will enable the HSE to make every effort to provide applicants with the benefits or services most suited to their needs. The Minister, Deputy Varadkar, also has asked the HSE to examine, with his Department, the best way to meet the needs of people with significant medical conditions who need the support of the public health system. This work includes considering the best way to make available medical aids and appliances to persons who do not hold a medical card, the provision of services to children with severe disabilities and to enable people with particular needs to have these met on an individual basis, rather than awarding a medical card to all family members.

The Minister for Health will continue to oversee the implementation of these actions and, if it emerges that further improvements are deemed necessary, he will consider them. It is important to note that under the relevant legislation, there is no role for the Minister for Health in assessing an individual's medical card eligibility, as the Deputy himself recognised, or give a direction to the HSE relating to a decision concerning the eligibility of an individual. Notwithstanding this, should the Deputy wish to give me details of the case he raised, I certainly will bring it to the Minister's attention and will ask the officials to pursue it further.

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