HSE to launch platform for Cork and Kerry patients to give feedback on healthcare 

Last year, the HSE received 16,400 complaints through the Your Service Your Say platform.

The HSE in Cork and Kerry is set to introduce a new online platform for patients to give feedback on their healthcare in a bid to improve services in the region.

HSE South West said it wants to incorporate patient voices into how it designs its services and will use this new proposed “Online National Patient/Service User Feedback Platform” to help achieve it.

“The South-West region is committed to embracing an open and transparent culture whereby the experience of patients, relatives and carers positively impacts upon all service delivery improvements,” the HSE said.

“Enabling this commitment using [such a platform] supports increased engagement with patients and the public in a fully open and transparent way.” 

It said that the platform will be implemented across every service in each of the three integrated health areas in the South-West region, before potentially rolling it out nationally.

The platform will work by offering patients the chance to upload feedback by telling stories about their care. 

It said this will be easy and accessible to use for patients and staff alike along with accessibility features for those who require them.

There will then be a moderation service, independent of the HSE, that reviews the feedback received by patients and will follow up with them if necessary.

Response to feedback

Engagement will then happen with HSE staff to get their response to the feedback, while a platform will display this feedback and the HSE’s response.

“Patient and service user experiences in the form of a storyline and HSE responses will be published in a timely, efficient and effective manner,” the HSE said.

“The HSE will use patient and service user feedback to learn, change and improve services in Cork & Kerry initially and then across the HSE nationally.

“Positive feedback will boost staff morale, assist in building and restoring relationships, build trust, understanding and ultimately will deliver a health service that the people of Cork & Kerry and across the Republic of Ireland are proud of.” 

Under a heading of “anticipated benefits” of the scheme, it said this would represent an innovative way for the HSE to explore the stories of patients and understand what matters to people.

It also said that it would help ensure equitable access through a range of accessibility features to boost participation and social inclusion across the region.

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Initially planned to roll out for a period of two years, the HSE said that it could extend the contract for this service by up to 10 more years. No indicative budget was provided for how much the service will cost.

While there already exists an online platform to make a complaint or give feedback called “Your Service Your Say”, the HSE said this would be a fresh approach.

“There is a need for patients to share their experiences of health and care in ways that foster engagement between HSE staff and their patients that leads to learning and change,” it said.

Last year, the HSE received 16,400 complaints through the Your Service Your Say platform. This was an 11% increase on 2023. Three quarters of the complaints were dealt with within the statutory 30 working days.

The main issues raised in complaints in 2024 related to safe and effective care, communication and information, access, dignity and respect, and accountability.