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Health complaints: Rising trend 'concerns' Northern Ireland Ombudsman Health complaints: Rising trend 'concerns' Northern Ireland Ombudsman
(about 2 hours later)
More than 40% of the complaints being dealt with by the Northern Ireland Ombudsman are about health and social services.More than 40% of the complaints being dealt with by the Northern Ireland Ombudsman are about health and social services.
Dr Tom Frawley said he was concerned about the rising trend of complaints around clinical decisions, treatment and social care.Dr Tom Frawley said he was concerned about the rising trend of complaints around clinical decisions, treatment and social care.
He made the comments in his annual report published on Thursday.He made the comments in his annual report published on Thursday.
It is the role of the ombudsman to hold public administrators to account.It is the role of the ombudsman to hold public administrators to account.
How health services are delivered and how information is communicated to patients and families are the main issues that vex the public.How health services are delivered and how information is communicated to patients and families are the main issues that vex the public.
'Hopeless''Hopeless'
The ombudsman deals with complaints from across all government departments but 41% of the total were on health.The ombudsman deals with complaints from across all government departments but 41% of the total were on health.
A recurring theme was a breakdown in trust between patients, their families and the health bodies at the centre of the disputes.A recurring theme was a breakdown in trust between patients, their families and the health bodies at the centre of the disputes.
Dr Frawley said that one of the most significant cases his office dealt with last year involved a man whose treatment was delayed after he had been diagnosed with a probable brain tumour.Dr Frawley said that one of the most significant cases his office dealt with last year involved a man whose treatment was delayed after he had been diagnosed with a probable brain tumour.
The ombudsman told the BBC's Good Morning Ulster programme that the patient "got stuck in the system and literally sat and waited for the referral, that he thought was imminent, over a period of seven or eight weeks".The ombudsman told the BBC's Good Morning Ulster programme that the patient "got stuck in the system and literally sat and waited for the referral, that he thought was imminent, over a period of seven or eight weeks".
Dr Frawley said that despite interventions from GPs and the man's family, the "system failed" to engage with the patient's concerns or to explain the delays.Dr Frawley said that despite interventions from GPs and the man's family, the "system failed" to engage with the patient's concerns or to explain the delays.
"Of course, the patient interpreted it as everyone had given up, people thought his position was hopeless, and his whole circumstance deteriorated. The outcome, unfortunately, was that the man died."Of course, the patient interpreted it as everyone had given up, people thought his position was hopeless, and his whole circumstance deteriorated. The outcome, unfortunately, was that the man died.
'Multiple failings''Multiple failings'
"I'm not saying that had he been seem earlier it would have been different, but certainly the family perceive that it could have been very different and [are] clearly devastated by the experience," the ombudsman added."I'm not saying that had he been seem earlier it would have been different, but certainly the family perceive that it could have been very different and [are] clearly devastated by the experience," the ombudsman added.
An investigation identified serious and multiple failings by the Belfast Health and Social Care Trust over his treatment, including an avoidable delay in the decision to perform a biopsy.An investigation identified serious and multiple failings by the Belfast Health and Social Care Trust over his treatment, including an avoidable delay in the decision to perform a biopsy.
However, he said the health trust had fully accepted his findings and had issued a comprehensive and sincere apology.However, he said the health trust had fully accepted his findings and had issued a comprehensive and sincere apology.
'Under pressure''Under pressure'
Dr Frawley told Good Morning Ulster that there was a perceived "lack of empathy" from some healthcare staff towards patients, as it appeared they did not have time to care.Dr Frawley told Good Morning Ulster that there was a perceived "lack of empathy" from some healthcare staff towards patients, as it appeared they did not have time to care.
"When nurses are under pressure, when the system is under pressure, the personal rapport and contact that we would have taken for granted five, 10 years ago, is very hard to sustain."When nurses are under pressure, when the system is under pressure, the personal rapport and contact that we would have taken for granted five, 10 years ago, is very hard to sustain.
"I think we have to find ways to re-engage that will give patients that confidence back, because they believe in the health service, they value the health service and ironically for me, the ultimate protection of the NHS that we all value is the public believing in it.""I think we have to find ways to re-engage that will give patients that confidence back, because they believe in the health service, they value the health service and ironically for me, the ultimate protection of the NHS that we all value is the public believing in it."
In a statement, the Department of Health said: "The Department will consider this report with a view to improving further the value of the complaints process in addressing patients' concerns in a sensitive, compassionate, open and timely manner."
In other matters, the ombudsman highlighted a 26% decrease in complaints to his office over planning.In other matters, the ombudsman highlighted a 26% decrease in complaints to his office over planning.