The need to send people to other jurisdictions for essential medical interventions the State cannot provide in a timely fashion is both unfortunate and unsurprising. However, the manner in which the Health Service Executive has treated some of those forced to travel for care is unacceptable.
A recent report from the Ombudsman found that the HSE adopted an “unreasonable and inflexible approach” when it came to administering the schemes set up to fund health treatments abroad.
The report outlined how the HSE refused – often for the most spurious of reasons -–to reimburse the legitimate expenses of patients who had medical treatments in other countries, forcing some into debt as a result. Others had requests for critical treatments unreasonably refused or delayed on grounds which could, at best, be described as questionable.
Having to deal with recalcitrant bureaucracy and poor customer care can be challenging at the best of times. It is made harder still when people who are unwell and facing sometimes frightening treatments and uncertain outcomes far from home are forced to take on the mentality that was evidently on display from the HSE.
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In the report, the Ombudsman, Ger Deering, outlined 21 recommendations to improve the administration of the three separate schemes for the benefit of patients who need critical treatments. The HSE has agreed to implement them all.
Doing so, the Ombudsman said, will have a significant positive impact on the lives of those who need to access treatment abroad, and will help ensure that decisions under the schemes are focused on the patient’s needs.
The Ombudsman has again provided a useful service by highlighting systemic inadequacies. While the HSE should not have needed reminding of the importance of putting patient needs front and centre, its commitment to do better is welcome. It now needs to deliver on its promise of a new approach.