Dr Frawley told Good Morning Ulster that there was a perceived “lack of empathy” from some healthcare staff towards patients, as it appeared they did not have time to care.
“When nurses are under pressure, when the system is under pressure, the personal rapport and contact that we would have taken for granted five, 10 years ago, is very hard to sustain.
“I think we have to find ways to re-engage that will give patients that confidence back, because they believe in the health service, they value the health service and ironically for me, the ultimate protection of the NHS that we all value is the public believing in it.”
In a statement, the Department of Health said: “The Department will consider this report with a view to improving further the value of the complaints process in addressing patients’ concerns in a sensitive, compassionate, open and timely manner.”
In other matters, the ombudsman highlighted a 26% decrease in complaints to his office over planning.
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