Róisín Shortall (Dublin North West, Labour)

I thank Deputy Kelleher for raising this issue as I know this is a matter of concern to all Members which I very much share.

Last July, the HSE centralised the processing of medical card applications and reviews at the primary care reimbursement service, PCRS, in Finglas, Dublin. The aim is to have a single uniform processing system to replace the different systems previously operated through more than 100 offices across the country. It is expected the new arrangement will ultimately provide for a far more accountable and better managed medical card processing system.

However, I am conscious there have been serious difficulties for many patients resulting from the centralisation process. For its part, the HSE has now accepted it needs to review the overall operation of the central office with a view to ensuring an acceptable level of service for the public is in place. This review is being assisted by a consultancy firm which will review current processes, develop proposals for improvements of the processes and for improvements in customer service.

Notwithstanding this review, I have had extensive discussions with the HSE on this matter. Several changes have been introduced to streamline operations and to make the process for renewing a medical card simpler and easier for the public. The HSE has introduced a self-assessment system for medical cardholders who are 66 years or over. The self-assessment review model has been extended to medical cardholders under 66 who were granted their medical card on the basis of a means assessment. The HSE is standardising eligibility periods from two years to three years for people aged under 66 with a new four-year eligibility period for medical cardholders aged 66 or over. It is providing GPs with a facility to maintain the eligibility of vulnerable patients going through the renewal system. To make the application process easier, the HSE has asked the National Adult Literacy Agency to review the medical card application form.

Additional information not given on the floor of the House.

An additional 20 staff were redeployed to the central office in January to bring its complement up to 150. The most important initiative, however, is that the HSE has decided that any medical cardholder undergoing a review, and who genuinely engages with that review, will not have their entitlement withdrawn before that review is complete, regardless of the expiry date shown on their medical card. In addition, the HSE has examined medical cards that were withdrawn between July and December 2011 to ensure a standardised approach to applications.

I am determined the HSE will comprehensively address all of the difficulties that have arisen as a result of the centralisation of medical processing in the shortest time possible.

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