The Health Service Executive (HSE) is launching a new complaints procedure called “Your Service, Your Say” that is aimed at obtaining both positive and negative feedback. The HSE is presumably looking for opportunities to improve the health service. The HSE is aiming to provide a 30-day turnaround on complaints.
There was a 63 percent increase in complaints in 2009, with the total reaching 8,000. Interestingly, despite the surge in complaints, the director of advocacy in the HSE, Mary Culliton, still believes there is under reporting of complaints due to patient’s reluctance to question medical decisions.
While the general principle of collecting feedback with the objective of improving services is an extremely positive development for the HSE, patients should be cautious regarding medical negligence and other types of hospital negligence. The prudent approach is to speak to a solicitor before making any accusations regarding medical malpractice. It’s not just a question of defamation, but also because the victim may wish to make a compensation claim at a later date.