Service complaints to HSE increased by 63% in 2009

COMPLAINTS by service users to the HSE in 2009 increased by 63% on the previous year because of the “success” the executive’s complaints procedures, according to figures circulated yesterday.

However, the “substantial increase shows that our work to promote knowledge of this policy and service has been a success and more people can access the complaints process and feel able to make complaints”, according to an HSE statement yesterday.

The HSE has set a target response time to complaints of 30 days, while 79% of the 7,984 complaints received in 2009 were addressed within the 30-day period.