The Government is considering extending the role of the Ombudsman's office to allow it investigate complaints against public voluntary hospitals. These would include the large Dublin teaching hospitals.
The move was commended yesterday by the Ombudsman, Ms Emily O'Reilly, who said the exclusion of the hospitals from her jurisdiction left her with "an incomplete and somewhat confusing" jurisdiction in relation to the health service.
Ms O'Reilly said the Government intended to introduce a Bill next year to amend the Ombudsman Act, and it was in this context that the extension of her role was being considered.
She was addressing a conference organised by the North Western Health Board in Bundoran, Co Donegal.
She reported that she had received 279 complaints against health boards so far this year. A total of 489 were received last year.
Generally speaking, she said, half of complainants ended up better off as a result of making their complaint.
Most complaints to her office related to the health service were about issues such as medical cards, the domiciliary care allowance, disabled person's maintenance allowance, nursing-home admissions and entitlement to nursing-home subventions.
However, Ms O'Reilly said she believed the majority of grievances about medical services went unvoiced.
"Patients tend not to make formal complaints particularly when they have a long-term relationship with a service provider," she said.
"Reluctance to complain may be seen as a good thing by service-providers, but problems may remain concealed and overall dissatisfaction with service may intensify as a result," she added.
Furthermore, she said, she had been struck during her short period in office to date by how few complainants were motivated by prejudice or malice.
In addition, it was rare for them to seek compensation in the first instance or disciplinary action against staff.
Usually they wanted apologies, explanations and future prevention rather than compensation.
Ms O'Reilly went on to commend the North Western Health Board for establishing consumer panels, in order that consumers can have an input into service planning and delivery in their region.
She said this was a "very brave" move by the board and a worthwhile initiative in consultation and communication.