Safe and effective care emerges as main area for complaints recorded by HSE last year
Formal complaints recorded in 2019 by the Health Service Executive (HSE) numbered almost 6,000, compared to almost 10,000 compliments , according to the first Annual Report and Financial Statements prepared since the re-establishment of a Board for the public health and social care services provider.
Of the 5,938 formal complaints, 719 were excluded from investigation under the Your Service, Your Say complaints process or withdrawn.
According to the report, 65 per cent were resolved by a complaints officer, either informally or through formal investigation, within 30 working days.
In voluntary hospitals and agencies, there were more than 12,000 complaints recorded and examined by complaints officers.
Of the total number of complaints received 11,757 were investigated. The other 403 were either excluded or withdrawn.
Of those investigated, 9,760 or 83 per cent were resolved by a complaints officer either informally or through formal investigation within 30 working days.
Access complaints, safe and effective care, communications, and information were the main areas relating to complaints last year.
Access-related complaints against HSE services increased to almost 2,600 in 2019 and 3,300 in voluntary hospitals and agencies.
Safe and effective care-related complaints totalled more than 4,000 against voluntary hospitals and agencies and dropped slightly for HSE services to less than 2,000 compared to 2018.
The number of complaints recorded in the other major category of communications and information fell marginally in both sectors compared to 2018. Complaints related to communications and information numbered just under 1,000 for HSE services and just over 3,600 for voluntary hospitals and agencies last year.
Complaints related to dignity and respect was another significant category for both sectors.
A total 1,244 complaints were received in 2019 under Part 2 of the Disability Act 2005 and 842 complaints were received under part 2 of the Disability Act, 68 per cent were recorded as resolved within 30 working days. Twelve complaints were recorded as received under Part 3 of the Act, relating to access to buildings and services for people with disabilities.
In 2019, there were almost 10,000 compliments recorded by the HSE. There were 17,139 compliments recorded last year by voluntary hospitals and agencies.
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