MORE THAN 40 per cent of people in the State feel the healthcare they or their families have received has been below expected standards, according to a new opinion poll.
The poll, conducted by Red C for the country’s independent health service watchdog, found that despite this only a third of those who were dissatisfied with services received made a complaint.
More than half, 52 per cent, said they felt too intimidated to make a complaint. Over 80 per cent said it was difficult to know who to complain to.
A nationally representative sample of over 1,000 adults was surveyed for the research for the Health Information and Quality Authority (Hiqa). Some 43 per cent said they felt the healthcare they had received was below expected standards.
People in the Dublin area were more likely to feel this way, with 46 per cent of those in the capital surveyed believing the care they got did not measure up to expectations compared to 40 per cent in Munster and 35 per cent in Connacht/Ulster.
Meanwhile, not one person surveyed agreed strongly that taxpayers money was wisely spent on healthcare in Ireland. A quarter of those surveyed agreed “slightly” that money was wisely spent, and 75 per cent disagreed.
Most rated funding and staffing as the most important issues when it came to ensuring that safe services are provided.
Separately, 86 per cent of those surveyed said they believed no one currently takes responsibility for service levels.
Almost all said care should be provided at a time and in a place that is convenient to patients, but 72 per cent also said they accepted the need to travel to access high-quality specialist treatment.
Some 99 per cent said they wanted to be informed if something went wrong in treatment and that providers should take steps to prevent mistakes and ensure learning takes place across the system to improve healthcare.
One in three also said that providing clear information on treatment was most important to ensure that their experience of healthcare was positive. Also important were timely treatment and professional and approachable staff.
Hiqa carried out the poll ahead of starting its consultation on draft national standards for safer, better healthcare which are due to be published in coming weeks.
Following the consultation process and when the standards are completed and approved by Government, they will apply across all health sectors and will be highly significant in driving quality and safety for people using health services, Hiqa said.
Jon Billings, director of healthcare quality and safety with the authority, said the results of the poll showed people want information, clear accountability and quality in services, and want to be supported in taking an active part in their own healthcare.
Patient Focus said it particularly welcomed the findings regarding the challenges many face with making complaints. “Most complaints are taking far too long to be resolved,” it said.
The Irish Patients Association said “of major concern” was that 40 per cent of respondents felt the healthcare they or their family received was below the standard they would expect.
The HSE said this was valuable research and it shared the view that there was a need to encourage patients to give feedback on the care they receive, whether positive or negative.