Big rise in complaints against HSE

Treatment delays and lengthy waiting times were the main reason service users made complaints to the HSE last year, according to latest statistics.

According to the health executive's latest annual report, just published, a total of 7,984 complaints were made about services run by the HSE last year. This was a 63% increase on the number made in 2008.

Of the complaints made, 3,012, or 37% related to delays and waiting times, while 2,558, or 31%, related to treatment/service delivery. A further 680 complaints, or 8% of the total, related to communication.

The report notes that the complaints listed related to HSE hospitals and services only. Due to the industrial action by some admin staff, information on complaints from voluntary hositals and agencies was not available for the report.

According to the report, while there was a substantial increase in complaints last year, this "indicates a number of positives."

It showed that the complaints policy is easily accessed, that people feel able to make complaints, and that the management and reporting of feedback is now part of the everyday activities of the HSE, according to the report.

In 2009, 2% of complainants were unhappy with the response they received from local investigation and requested a review of the complaint.

The HSE says 79% of complaints received are dealt with within 30 working days.

The complaints listed in the report were made through a number of different sources, including "Your Service Your Say", available on the HSE website, the Trust in Care Policy and Children First.

(If you or a relative have recently experienced a hospital stay and you would like to rate the quality of service provided, go to irishhealth.com's unique Rate My Hospital service here)

[Posted: Thu 17/06/2010]