04 HEAltH MAttErS
ceo's message
InformatIon lIne
ImprovIng access
• More than 600 GPs are working in The HSE’s National Information Line Service (1850
Primary Care Teams. 24 1850) has improved customer service and
• More than 2,500 public health nurses,
“as a result of the
access to health and social services, a recent
therapists, social workers and other
willingness of so
evaluation involving 250 callers has indicated.
HSE staff are now engaged in Primary the evaluation report, carried out by HSE
Care Teams.
many of you to
Consumer Affairs, highlighted a number of positive
aspects to the Service with some of the most
ClINICal parTICIpaTIoN change how we do notable being:
• Probably one of the most important • 76% of callers were waiting less than one
changes is that we now have
things over the past
minute before their call was answered
clinicians all across Ireland taking
few years we are in
• 64% of callers rated the courtesy of the person
lead roles in the improvement and taking the call as excellent and 29% as very
reorganisation of clinical services.
a better position to
good
there is an unprecedented level of • 89% rated their level of satisfaction with the way
commitment by clinicians in taking on minimise the effect of their query was answered as excellent or very
the responsibility to make things work good
better for patients and clients.
the budget pressures
• 76% were completely provided with the
• Newly appointed Clinical Directors are
the country is facing.”
information that they required
now taking responsibility for services • In only six (2.7%) of the cases were the callers
that span patient pathways from not provided with the information required
Emergency Departments through to medical cards than we budgeted for • The majority of respondents (90%) would
a surgical/anesthetic interventions, will be issued to the public this year consider using the service again and for almost
critical care and back to primary care. with an estimated extra cost of e40 90% of respondents, access to HSE services
• Major acute hospital reconfiguration million. and information has improved.
projects, which have clinicians • We are continually operating within Whilst the Service is not designed or equipped
centrally involved as leaders approved employment levels and to provide medical assistance or advice, it is a
of change, are bringing about providing far more services with fewer valuable source of information, signposting both
unprecedented levels of changes that staff. Absenteeism levels are coming service providers and service users to relevant
are improving quality and safety for down significantly. services within the HSE. the evaluation report of
the patients they serve. • In 2008 we delivered a e280 million the Service is available at
www.hse.ie.
perforMaNCe MeaSUreMeNT value for money programme through The HSE National Information line provides
• Performance measurement and a focus on improved procurement confidential information on over 160 topics relating
accountability is being embedded into practices. this year we will achieve to all health and social service information, for
all business processes. additional savings of e200 million. example service entitlements, eligibility, application
• Through the unique HealthStat and • Since 2006 we have been continually forms and contact details as required. the most
Performance Monitoring systems we reducing the cost of drugs for tax frequently requested services are in the area of
are measuring and publishing every payers by hundreds of millions of Medical Cards/GP Visit Cards, European Health
month performance activity of units euro. Insurance Cards (EHIC), Drug Payment Scheme,
and individuals as never before, based Long Term Illness Scheme, Nursing Home
on international targets. We face huge economic challenges Subvention/Repayments, CWO, Back to school
• As a result of accurate measurement as a country and as a health service. allowances to name but a few.
we are now able to move to bring However as a result of the willingness of the service can also be accessed by e-mail;
equity to funding different areas. so many of you to change how we do
info@hse.ie and by fax 041-6850330. There is
things over the past few years we are in also a sigma text-pad service available where
BeTTer valUe a better position to minimise the effect persons with a hearing impairment can text their
• We are meeting and in many of the budget pressures the country is queries and they will be responded to promptly.
instances exceeding our financial and facing. The National Information line operates from 8.00
service commitments even though am – 8.00 pm Monday to Saturday. Since 2005
many services are demand-led. Professor Brendan Drumm, over 265,000 calls have been logged to the line.
For example, at least 25,000 more CEO, Health Service Executive
health matters is 4.indd 4 27/11/2009 20:34:28
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