Michael Murphy (Tipperary South, Fine Gael)
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I thank the Minister of State for taking this matter, which relates to the ongoing and serious difficulties people are encountering when trying to make contact with the patient transport service for the south east, which is based in Wexford. This is a service which, as the Minister of State will know, is a vital lifeline for patients and families across community health organisation, CHO, 5, including those in counties Carlow, Kilkenny, Waterford and Wexford and in my constituency of South Tipperary.

In recent months, my office and members of the public have encountered the same persistent problem, namely repeated phone calls going unanswered, emails not being acknowledged and a general lack of responsiveness when patients are trying to arrange or confirm essential transport. This is not an isolated complaint; it is now a consistent and widespread issue. People who are ill, elderly or vulnerable should not have to spend days trying to get through on the phone or wait endlessly for an email reply just to confirm transport to a hospital appointment. The patient transport service plays a crucial role in ensuring that patients, particularly those who require dialysis, oncology or other regular treatments, can attend their appointments safely and on time. It also provides reassurance to families who depend on that reliability. The reality at present is one of frustration, stress and uncertainty. In some cases, patients have had to rely on neighbours or voluntary groups at short notice because they simply could not make contact with the service. I am sure the Minister of State will agree that this is not acceptable.

What people want is very simple: a phone line that is staffed and answered during core hours; a clear system for call backs and responses; and a sense that their needs are being treated with respect and urgency. Will the Minister of State to confirm that the Department and the HSE are aware of the communication difficulties affecting the patient transport service for CHO 5? Will she outline the measures being taken to improve accessibility and responsiveness? Will she ensure that a clear monitored system is put in place in order that these complaints do not reoccur? Patients across the south east, including those in my constituency of South Tipperary, deserve a transport service that they can rely on and trust.

Marian Harkin (Sligo-Leitrim, Independent)
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I welcome the opportunity to address the House, on behalf of the Minister for Health, Deputy Carroll MacNeill, on the Deputy's request for information on the Wexford patient transport service and the difficulties his constituents have encountered in contacting Wexford General Hospital's patient transport office.

By way of general background, the Minister is informed by the HSE that the patient transport service, which provides non-emergency patient transport for qualifying patients in the south-east region, was set up in 2013 on a discretionary basis by the HSE. The Minister is also informed that hospitals in the south-east region are allocated an annual budget to provide limited transport for qualifying patients to attend appointments and other acute services. I understand that Wexford General Hospital has a total budget under its control for all patient transport costs in 2025 of €1.56 million, which includes ambulance transportation for inpatients, taxis and non-emergency patient transport services. For patients who require the non-emergency patient transport services in order to attend outpatient appointments, there is an application process involved whereby patients are obliged to provide information pertaining to their medical card holder status and their mobility status, including details concerning any medical conditions that prevent them accessing public or private transport. Applications are then countersigned by patients' hospital consultants. Wexford General Hospital generally asks for two weeks' notice of appointments that will involve the arrangement of transport for patients, but it will always attempt to accommodate patient requests at short notice, where possible.

On the Deputy's specific inquiry concerning difficulties in making contact with the Wexford patient transport service, the Minister for Health is informed that there exists within Wexford General Hospital a dedicated office for the administration and support of non-emergency patient transport serving three hospitals in the south east, namely Wexford General Hospital, St. Luke's Hospital in Kilkenny and South Tipperary General Hospital, Clonmel.

The Minister understands from the HSE, that the National Ambulance Service, NAS, provided temporary support to Wexford General Hospital for a period to assist with co-ordinating the delivery of this service, but that this limited arrangement ceased in December 2023. The Minister is informed that Wexford General Hospital has continued to staff its patient transport office on a rotational basis with available staff. Despite significant efforts taken by Wexford General Hospital to ensure continued delivery of the non-emergency patient transport service, the Minister is informed by the HSE that this temporary rotational staffing arrangement has resulted in some short-term service disruptions. In response to these challenges, the Minister is assured that engagement is ongoing in the HSE involving the integrated healthcare area managers and the relevant hospitals in the region to develop a more sustainable staffing solution for the service.

Michael Murphy (Tipperary South, Fine Gael)
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I thank the Minister of State for the response, but I emphasise again that this issue is not theoretical. It is happening daily. When people are sick, anxious or dependent on transport to receive treatment, the ability to get through on the phone is not a luxury; it is a necessity. This service must be accessible, responsive and properly resourced. I urge that the HSE be directed to carry out an immediate service review focusing specifically on communication systems, staffing levels, call-handling capacity and response protocols.

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I also believe that there should be a dedicated contact point within the south-east community healthcare area for public representatives to escalate urgent cases where patients are being left stranded. This is a straightforward fix if there is leadership and oversight. The people of the south east deserve better. My own constituents in south Tipperary deserve better. I am asking that the HSE ensures that this issue is resolved once and for all.

Marian Harkin (Sligo-Leitrim, Independent)
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I hear what the Deputy is saying and I can understand the concerns of many people. All I can do is update the Deputy on patient transport services in the south-east region. As I set out a few minutes ago, Wexford General Hospital continues to make significant efforts to ensure non-emergency services are provided for qualifying patients in the south east who require transport assistance to attend their appointments. This includes service improvement efforts to strengthen current staffing arrangements for the non-emergency patient transport office at Wexford General Hospital and to avoid further service disruptions. Reading that paragraph, that makes it clear that they are working on this to avoid further service disruptions. I hope that turns out to be the case for all of those who make the call. The Minister for Health is informed that ongoing engagement within the HSE in this matter involving the integrated healthcare area managers and relevant hospitals in the region will progress these efforts to improve delivery of non-emergency transport services in the south east of the country.

I would also mention briefly additional supports that may be available to qualifying patients in the south east and nationally. The Department of Social Protection offers supports to patients through the additional needs payment which is designed to help individuals with essential expenses that they cannot cover from their weekly income or other resources. This payment can be used for various needs, including recurring travel expenses for medical appointments. Patients wishing to avail of this payment can submit an online application at mywelfare.ie or by post. Patients can also contact the Department of Social Protection directly if they require further information or assistance. That is just extra support.

I hear what the Deputy is saying. I hope the response I have given the Deputy provides him and those who are making those contacts in the south east with some hope that their calls will be answered.