Friday 23 August 2019

HSE must admit when it fails to deliver as part of efforts to improve reputation, director says


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Cormac McQuinn

Cormac McQuinn

The HSE must admit when it fails to deliver as part of its efforts to improve its reputation in the wake of "adverse incidents" and delays in access to care.

The remarks from a senior manager are included in the induction package prepared for the new HSE director general Paul Reid.

Angela Fitzgerald, a HSE deputy director, identified communications among key issues being dealt with.

A note raises the need to "seek to improve reputation brand of HSE which has been affected by adverse incidents/access delays". The HSE is frequently the subject of negative headlines from issues ranging from the cervical cancer screening scandal to reports about waiting lists for services.

Ms Fitzgerald identifies actions being taken in relation to communications.

Promoting positive patient experiences and addressing negative experiences "through honest communication" is one measure listed. "Admit when we have failed to deliver and identify how we will address these failings" is another.

Elsewhere in the briefings from April, communications chief Paul Connors says the HSE had been without a head of press and media relations for 12 months and "filling this vital role has been quite challenging". The role has since been filled but a HSE statement listed the challenges involved.

Irish Independent

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