The HSE West is urging people to give it feedback on its public health service in a bid to improve patient safety and the healthcare system generally.
All service users have a right under the Health Act to comment or complain about a public health service. The health authority received 7,984 complaints from service users in 2009 which represents an increase of 63 per cent on the previous year. The HSE attributes this to greater public awareness about accessing the complaints process.
Bernard Gloster, the acting regional director of operations with the HSE West, says it is showing leadership “from boardroom to ward room” demonstrating its commitment to using patient feedback to improve what it does.
“We want to focus attention on the importance of people giving their feedback, whether it is positive or negative, and to ensure everyone knows how to give that feedback. We want to hear from you, and we want you to know that by having your say, you can make a difference to the health system.
“There is a real opportunity for us to build on this concept year on year by promoting a more patient-focused organisation. Information on how to make a comment or complaint is widely available throughout our health service locations. Every health care system in the world experiences adverse incidents, and they can never be completely eradicated, but what we need to focus on is how we learn from incidents that occur to improve patient safety and the healthcare system generally.”
If complainants are not satisfied with the local HSE response to a complaint they can use the HSE’s own appeals process. If they remain dissatisfied following an appeal, the HSE advises them that they may request an independent review from the Office of the Ombudsman.
In 2009 two per cent of complainants were unhappy with the response they received from local investigation and requested a review of their complaint. This is the same percentage as in 2008. The HSE says this indicates that despite the increase in complaints made last year the standard of response and level of satisfaction with the process is consistent.
The HSE has set a 30 day target response time for complaints. Of the 7,984 complaints received in 2009 some 79 per cent were addressed within the 30 day target, an increase of seven per cent from 2008.
People wishing to make a complaint or give feedback to the HSE can talk to a member of staff, telephone 1850 24 1850, complete a “Your Service, Your Say” form at their local HSE office, facility or hospital, email [email protected] or log onto www.hse.ie
