Róisín Shortall (Dublin North West, Labour)
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Question 161: To ask the Minister for Health and Children if she will set up a dedicated inquiry line to assist with medical card queries, in view of the recent changes to the handling of medical card applications, with the setting up of the CPRS, and the subsequent rise in constituent queries. [32192/09]

Mary Harney (Dublin Mid West, Progressive Democrats)
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Up to the start of this year, medical card and GP visit card applications were processed in the Health Service Executive's (HSE's) 32 local health areas. However, under the HSE's 2009 Service Plan, the processing of all medical card and GP visit card applications will transfer to the Executive's Primary Care Reimbursement Service (PCRS) in Dublin. The change is being implemented on a phased basis and has commenced with the PCRS processing all medical card applications for persons aged 70 or over. The phased implementation will allow the situation to be continuously monitored and, if required, modified to address any issues arising. The PCRS is committed to responding to all queries from Oireachtas members and the wider public. Its phone number is 01-8647100.

The HSE has advised my Department that local health offices will continue to provide advice and necessary supports to people applying for medical cards. They will also deal with queries of a general nature about the medical card scheme and, along with the HSE National Helpline (1850 24 1850) will handle enquiries from clients in respect of their medical card entitlements.

Under the new arrangements, the HSE will be aiming for a turnaround time of 15 days or less for all medical card applications. Emergency applications will be dealt with immediately with a card issuing within 24 hours. Applications from people whose income exceeds the income guidelines but have a case to be considered on medical or hardship grounds will also be processed by the PCRS.

The HSE has also advised that this measure, while realising health sector efficiencies and savings, will not have an adverse affect on patient care or the quality of service provided and when fully implemented will ensure: Improved turnaround time for the processing of applications; Equitable application of eligibility across the country; Consistency of service provision to customers; Clearer lines of governance and accountability; and Improved unified data.

This project is an example of the type of innovation signalled in the Transforming Public Services Programme announced by the Taoiseach last November. It demonstrates how improved services can be delivered within the more limited resources available in a way which meets the needs of citizens in a modern society.

I will convey the Deputy's suggestion about the setting up of a dedicated phone line for medical card and GP visit card queries to the HSE for consideration.