Séamus Healy (Tipperary South, Workers and Unemployed Action Group) | Oireachtas source

We all understand that the complaints area for the health service is particularly difficult. Individuals feel it can be a maze and lead to a significant ordeal if they undertake a complaint. In very many cases, either patients or relatives have a fear of raising issues. For example, they may fear a difficulty for themselves or relatives as patients. There is little support, if any, for assisting a person who wishes to make a complaint. It is a complex process and it tends to take a significant amount of time. It can be an ordeal.

Access to advocacy services in such a context is very important. Will the HSE make infrastructure available at hospital or community care level to assist people in this area? People are often unaware of where to start or where to get information about this area. The provision of some sort of infrastructure at local HSE level is vital. Does the HSE intend to provide an office at the local level where people can be advised of their rights or procedures and steps they might wish to take? Perhaps an advocate could be available to help them in that regard?

Mr. O'Brien raised the question of funding of advocates and groups a number of times. I certainly have the very strong view that advocates and groups should be publicly funded but not through the HSE. I have not had a good experience of this process in the past, although it is not a large number of incidents.

In one case in which I have been very strongly involved I had a very bad experience with respect to the funding of groups that claim to advocate on behalf of patients. I strongly call for public funding in this area other than from the HSE.

On the issue of complaints with respect to the HSE, there is a need, and space, for mediation by HSE personnel at local level. When an incident or complaint arises initially, there appears to be little or no consultation, information or mediation at an early stage. If it there was and if there was more openness at an early stage, a significant number of complaints and concerns could probably be addressed at that stage and people would be satisfied that the complaint would be taken on board and a similar complaint would not arise in the future.