Ms Jennifer Hanrahan:

In the 2021 report, there were 83 complaints. The figure had increased from the year before. In the 2020 annual report, the numbers went down because of Covid-19. In 2021, the numbers increased. Obviously people have to make their complaint to the provider in the first instance before coming to us, which means there is always a bit of a lag. As Mr. Deering said, when nursing homes came under our remit in 2015, they were not used to dealing with the Ombudsman because they were private entities. At the time, we did a number of information sessions, some in Dublin and some around the country. We ran about six of those. As Mr. Deering said, we did not have as much interaction owing to Covid and the number of complaints fell in 2020 due to the pandemic.

Therefore, in 2021, we carried out a couple of webinars, which were really well attended by nursing home providers. As I am sure that the Chair and members experienced, we found webinars to be a very good way of contacting people because they did not have to give up a whole day to travel to Dublin or do something like that. Participants found it easier to log on for a webinar.

This year, the health in care regulations were updated and the regulations concern complaints handling in nursing homes. Also, from 1 March, nursing home providers must have a more streamlined complaints process, which involves appeals. They already had them but it is now a side that has been introduced. We are going to work with nursing home providers through further webinars and education programmes.