The Patient Advocacy Service has launched its 2025 Annual Report. The Report presents the key activities, statistics, and achievements of the Service and showcases the continuing growth in demand for independent advocacy services in Ireland.
The Patient Advocacy Service, commissioned by the Department of Health and delivered by the National Advocacy Service for People with Disabilities (NAS), provides support to people who wish to make a complaint about their care in a Public Acute Hospital or a Public or Private Nursing Home and in the aftermath of a patient safety incident. The Patient Advocacy Service was established in 2019 and this is its sixth annual report.
2025 marked the busiest year yet for the Patient Advocacy Service. 3,031 individuals contacted the Service in 2025 seeking support. This represents a 43% increase on 2024 when we received 2,120 enquiries. 1,929 people wanted to make a complaint about their care in public acute hospitals and 304 people wanted to make a complaint to a nursing home. There were 7,969 separate complaint issues identified and some of the biggest complaint issues for people supported by the Patient Advocacy Service’s Advocates were anxieties acknowledged not addressed, patient not monitored properly, aspect of care plan overlooked, chasing departments for an appointment, patient-provided information dismissed, unable to access specialist care, clinician overlooked information, rude behaviour, staff did not communicate care plan and difficulty phoning healthcare unit.
Georgina Cruise, National Manager of the Patient Advocacy Service, said:
“The 43% increase in demand for our Service highlights both the growing awareness and trust people place in the Patient Advocacy Service and the vital role independent advocacy plays in supporting patients in public acute hospitals and residents in private and public nursing homes to have their voice, will and preference heard within the complaints processes and incident reviews in public acute hospitals and public and private nursing homes.
Behind every one of the 7,969-complaint issues raised is a person who felt unheard, overlooked or distressed during their care. Our service has heard first hand from those wishing to make a complaint of the profound impact communication breakdowns, overlooked care plans and basic administrative barriers have had on them. We also see the traumatic impact that a patient safety incident can have on a person and their family. However, we also see how transformative it can be to a person’s experience when they have the support of an independent advocate.
Independent advocacy is more than just supporting someone through a process, it helps transform a person’s lived experience into an opportunity for systemic learning, safety and quality improvement. When people are really listened to and placed at the centre of their care, the health and social care system becomes a safer, more compassionate system for everyone.”
Click on this link here to see the Annual Report 2024:
Patient Advocacy Service Annual Report 2025