Ombudsman wants HSE to show 'common sense' when communicating with patients

The Ombudsmans office takes a human rights based approach to complaints. 'We try to reach out to vulnerable categories,' says Ombudsman Ger Deering.

Ombudsman Ger Deering has urged “common sense” be placed at the heart of communications between patients and health bodies including the HSE.

His comments come follows the publication of the Ombudsman’s annual report for 2023 last week.

Among the case-studies highlighted in the report was one where the Rotunda maternity hospital refused to investigate a complaint by the mother of a baby who died shortly after being born there because it was not lodged on time.

In another case a transplant patient saw a cancer diagnosis delayed by up to eight months due to referral letters being mis-laid between units and this patient at St Vincent’s Hospital.

Mr Deering said patients just want to see things fixed with an apology or commitment for change, describing as “harrowing stories” some of the complaints his office receives.

“I think this is recognised by some people and unfortunately not by others, I don’t think it’s universally recognised in this system yet,” he said.

He added: “Communication is at the heart of it. It does seem easy, it’s common sense but, as somebody says, it’s not as common as you want it to be.” 

Mr Deering said he is aware of plans within the HSE and at government level to tackle digital gaps, and said it is important the systems “be compatible with each other” across services and sites.

The office investigates complaints about some public services including the HSE and also private nursing homes.

“For the families it is very hard for them to move on in life generally, until they get these things resolved,” he said.

The office takes a human rights based approach to complaints.

“What that really means is treating people with respect and dignity, treating people the way you would want to be treated yourself,” he said.

“We try to reach out to vulnerable categories, but we are also very conscious that everyone is vulnerable when you go to a hospital, when you’re in that medical setting.” 

He added: “There is a particular way people need to be communicated with in those situations. It’s a huge issue.” 

The annual report includes a review of the obstacles facing young people with disabilities who are forced to live in nursing homes because of gaps in community services.

It has been estimated this could be as many as 1,000 people which Mr Deering described as “wasted lives” in a scathing report in 2021.

Since then at least €8.5m has been invested by the HSE with the latest data showing 53 had moved by July of last year.

“Staffing is part of the problem, but there are a number of issues holding that up – lack of suitable accommodation would be another one,” he said.

“They don’t appear to have the ring-fenced funding anymore. To be fair to the HSE they set up a very high level group to drive this.” 

He commended the HSE for acting on issues raised in another Ombudsman’s report on accessing health treatment abroad as an EU citizen.

“That’s what we really like to see because they have completely changed how they deliver it,” he said.

Contact the Ombudsman’s Office: 01 639 5600