Concern over mental health complaints system

THE absence of a complaints system in the mental health sector is “worrying”, the Ombudsman said last night.

Addressing the annual conference of Mental Health Ireland in Limerick, Emily O'Reilly said a good internal complaints system was essential in maintaining the confidence of those who use mental health services.

In the last five years less than a dozen complaints have been made to the Ombudsman's office from the sector.

"The effectiveness of procedures and the relevance of standards set can be judged or assessed properly only by reference to the very people for whom the service is provided," Ms O'Reilly said.

Under the national health strategy, Quality and Fairness A Health System For You, the Ombudsman's office is the appropriate mechanism for dealing with complaints relating to the public health system. While the Ombudsman is prevented from examining complaints which relate to clinical decisions, Ms O'Reilly said her office was working to achieve greater clarity and uniformity of approach when dealing with such complaints.

Ms O'Reilly said evidence showed mental health patients fear their treatment could be prejudiced by workers if they complained.

"There are numerous hurdles for users of mental health services to lodge a complaint," she said. "In the past, providers of mental health services may have considered complaints as irritants interfering with their normal work," she said.

Ms O'Reilly said complainants are perceived as less credible, resulting in service providers paying inadequate attention to their complaints. There is also a fear their concerns will not be taken seriously.

Research suggests between 20% and 25% of the population will be affected by a mental health problem. One in four families has at least one member suffering from a mental or behavioural disorder, 700,000 people nationally.