Over 445 'second stage' complaints filed with HSE in Cork last year

More than 445 ‘second stage’ complaints were filed with the HSE in Cork last year.

A second stage — or ‘stage two’ — complaint is one lodged after the initial complaint cannot be resolved.

Figures released by the HSE South West’s regional clinical director, Peter Kearney, show that between January and September of last year, there were 447 such complaints submitted to the HSE in relation to the health service operating in Cork.

The second-stage complaints, which were overseen by an appointed HSE complaint officer, include 302 under the category of safe and effective care, 107 under communication and information, 82 under access, 35 under dignity and respect, five under participation, five under privacy, four under accountability, and three under improving health.

Dr Kearney said that while all HSE staff “have a duty to respond to complaints and critical feedback at the earliest opportunity”, where some issues cannot be addressed or resolved at the initial point of contact, the matters may then be referred for processing under stage two.

EXCEEDS

Dr Kearney added that some complaints are assigned to more than one category, and therefore the number exceeds the total number of complaints submitted.

These figures come as recent data, published by the National Treatment Purchase Fund, show that there are now more than 67,700 people in Cork who are currently waiting for a first-time appointment at Cork University Hospital, Mercy University Hospital, Bantry General Hospital, Mallow General Hospital, and the South Infirmary Victoria University Hospital.

Sinn Féin TD for Cork North Central Thomas Gould said the complaints data, which was provided to him following a parliamentary question, is “stark, but not surprising”.

“The reality is that Cork’s health service is on its knees,” said Mr Gould.

“Despite the Trojan effort of doctors, nurses, and all staff, in a situation like this, people will slip through the gaps, and care cannot always be provided at the standard that should be possible.

“The minister for health must acknowledge that these complaints likely represent a drop in the ocean compared to the numbers being let down.

“This must be a wake-up call to properly invest in Cork’s health service and finally improve conditions for patients and staff in the region.”