Sir, – The letter by Mares Hickey (June 6th) not only highlights her dealings with bureaucracy but has echoed the frustrations of many others and should be studied by those in a position of responsibility. It is truly shocking that advocates are required to ensure that people get what they rightfully deserve.
Elderly and vulnerable people, many of whom worked hard to build up this State and fought for the rights of others, find themselves now in a situation of dependency.
Technology plays a key role in the delivery of today’s services right across the board. However there is a downside to this because all too often we hear how it is the “computer’s fault” when things go wrong and files go missing.
Bureaucracy has gone mad at all levels, not forgetting the frustration of wasting time pressing buttons on a phone, never getting to speak to an actual person. This is not helped by totally unsoothing music at the other end while being assured that our patience is greatly appreciated.
Services for the public, particularly the elderly and vulnerable people and their carers should be friendly, easily accessible and certainly less complicated.
People who strive to listen to others in the delivery of services are all too often accused of “wasting time with people”. – Yours, etc,
ALICE LEAHY,
Director,
Trust,
Bride Road,
Dublin 8.
Sir, – Mares Hickey’s letter (June 10th) gives a very compelling account of her experience in dealing with a particularly ineffective part of health service bureaucracy. There are some more effective parts of that service but we rarely get to hear, or learn, from them.
She calls for a free advocacy service for vulnerable people who fall foul of such “uncaring bureaucracy”, such as elderly and homeless people.
On page 21 of The Irish Times on the same date you were kind enough to publish a recruitment ad featuring the legendary Mícheál Ó Muircheartaigh calling on people who were "compassionate, competent, committed, creative, courageous" to volunteer for training to provide support and advocacy services for older people in all care settings. (With a wry sense of humour, the ad was placed beneath the Death Notices.)
In 2005 RTÉ broadcast a programme on the ill-treatment of older people in Leas Cross nursing home. In 2010 RTÉ broadcast a programme looking into the ill-treatment of older people who receive care in their own homes. In 2014 RTÉ broadcast programmes investigating the ill-treatment of patients in Portlaoise hospital and the abuse of residents in Áras Attracta. In May of this year first Hiqa, and then the Ombudsman, produced reports which recommended the development of independent advocacy services in hospitals.
While we must be careful not to create expectations that support and advocacy services without statutory powers can change health and social care services with complex systemic problems, there is no doubt that, if they are properly resourced and operationally focused, they can make a difference to individual lives and organisational cultures.
Perhaps it is time for the Oireachtas Committee on Health to address this issue before yet another report calls for the development of advocacy services in the wake of yet another disturbing programme from RTÉ. – Yours, etc,
MERVYN TAYLOR,
Sage – Support & Advocacy
Service for Older People,
24-26 Ormond Quay.
Dublin 7.