National Advocacy Service for People with Disabilities also saw a significant rise in queries relating to the Assisted Decision Making (Capacity) Act
More than 300 people made complaints about their care in nursing homes to an advocacy service last year, 53 per cent more than the number of enquiries made in 2023.
The Patient Advocacy Service (PAS) received 301 submissions from the public in relation to nursing home care in 2024, up from 197 complaints received the previous year.
Of last year’s complaints, 239 related to care in facilities and 62 related to HSE-operated homes.
Some of the main concerns highlighted in these complaints related to safety; the Fair Deal scheme and additional charges; concerns about the treatment of a family member in a nursing home; and poor personal care.
Overall, PAS provided support to 2,120 people in 2024, covering 6,553 separate complaint issues. This represents a five per cent increase on 2023 when the service received 2,012 enquiries.
The most common complaint issues received were people feeling that their anxieties were not being listened to, they were unable to visit hospitals, their questions were not being answered, hospital staff did not communicate care plans to patients, and staff were rude.
“In the first five years of the Patient Advocacy Service, we have been steadfast in our commitment to support patients of acute hospitals and residents of nursing homes with complaints about their care and also following a patient safety incident,” said PAS national manager Georgina Cruise.
“The findings in this year’s annual report clearly demonstrate a critical step forward in protecting the rights of nursing home residents. The 53 per cent increase in contacts to our Service from individuals seeking advocacy support shows that our awareness initiatives are having an impact and, more importantly, that nursing home residents and their families feel empowered to voice their concerns.”
PAS is an independent service run by the National Advocacy Service for People with Disabilities (NAS).
NAS received 3,166 enquiries in 2024. Complaints referred to topics including capacity building, housing, residential and healthcare settings, and decision-making.
Advocacy work relating to the Assisted Decision Making (Capacity) Act amounted to 23 per cent of NAS’s overall advocacy work by the end of 2024, marking a significant increase since 2023.
The Act provides a framework for adults who may need help in making decisions about their care and replaces the old ‘Ward of Court’ system.
Issues dealt with by NAS in relation to the Act included people being excluded from decisions about their lives, or having their capacity questioned without appropriate supports in place.
NAS advocates frequently worked with individuals in situations where decisions were being made without proper engagement, or where applications for Decision-Making Representative Orders were initiated without the person’s knowledge.
“This year’s report highlights the ongoing vital role that independent advocacy plays in supporting people to understand and exercise their rights,” said NAS national manager Joanne Condon.
“We have seen significant growth in the volume of advocacy work connected to the Assisted Decision Making (Capacity) Act in particular in 2024. We are incredibly proud of the meaningful outcomes achieved for the people we support, and we remain committed to working to seek increased resourcing in the years ahead so that everyone can access advocacy when they need it.”
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