HIQA inspectors spoke to patients during overcrowding at Mayo ED

Mayo University Hospital (MUH) has welcomed the publication by Health Information Quality Authority (HIQA) of its report into its inspection into four areas at the hospital.

An unannounced inspection was carried out at the hospital on June 17 and 18, 2025.

During the inspection 11 of 45 national standards of “National Standards for Safer Better Healthcare” were assessed.

The hospital was assessed as having no instances of non-compliance, were found fully compliant in one standard, substantially compliant in four standards and partially compliant in six standards.

MUH has implemented a number of quality improvement projects since the inspection 12 months ago to address the issues identified in the report.

Catherine Donohoe, manager at MUH, said: “We are continually working to improve the quality, safety and reliability of healthcare services delivered in MUH and welcome the HIQA compliance report published today.

"We also welcome the inspector’s finding that the hospital was promoting a culture of kindness, consideration and respect and that the contribution of staff and our meet and greet volunteers is valued and appreciated by patients and their families.

“A number of quality improvement projects have already been completed to address issues identified in the report, while in the longer term the ED/AMAU expansion, new injuries unit and additional inpatient beds will serve to alleviate overcrowding and reduce the amount of time people are waiting for care in MUH.

“We acknowledge the inspector’s feedback regarding overcrowding and the physical infrastructure in the ED, a number of significant capital projects are underway to increase both the capacity of the ED and the wider hospital.

"Together these developments will ensure that our most vulnerable patients receive safe, timely and high-quality care into the future.

"The ED expansion and new AMAU development is progressing, with enabling works complete. A contractor for the main build has been selected and works are scheduled to commence in August this year.

"The new local injuries unit is scheduled to open in Ballina later this year. This unit will help to alleviate attendances to MUH ED for patients in the region who require treatment for minor injuries, also reducing the level of overcrowding in our Main ED.

“I would like to acknowledge the on-going commitment and dedication of our wonderful staff in MUH who continue to put the patient at the centre of everything they do, we will continue to build on the good practice highlighted in this report.”

In the medium term, the hospital is working towards expanding inpatient bed capacity to meet the current and future heath needs of Mayo communities which is in line with the National Acute Bed Expansion plan with the first capital Project plan meeting scheduled to progress this.

Additional beds will alleviate overcrowding, address capacity deficits improving patient experience and quality of care.

In relation to staffing, the hospital has increased its workforce significantly since the time of the report, the WTE has increased from 1498 at the time of inspection to 1577 staff in May 2026.

This growth includes all the key positions identified by HIQA also including Safer staffing phase 1 (for inpatient care) and 2 (step 1 for emergency department) has also been implemented and we are working with the estimates for stage 2 of the ED safer staffing for service plan 2027.

A hospital wide action plan is in place to address opportunities for improvement in the compliance with the attendance policy. This continues to be a work in progress with monthly updates and clear accountability at management level.

Management and staff at MUH will continue to strive for improvements in quality standards to ensure the care we provide continues to be safe, reliable and patient centred, the hospital statement concluded.

The HIQA inspectors spoke with patients waiting in the emergency department on the dates in question and there were mixed views reported on their experience of the waiting times in the department, communication and responsiveness of staff.

One patient reported that they had presented earlier that morning via ambulance and while they ‘expected chaos’, they were triaged promptly and they were very satisfied with the care they received, while also noting that the trolley was ‘a bit uncomfortable’.

Another patient had been in the emergency department for 24 hours when inspectors spoke with them.

They were waiting on a diagnostic test and were hoping to get home after that. They said that they found it hard to be there all night with ‘full lights on’.

They described the staff as being under ‘severe pressure’ and said that ‘it was not their fault’.

Another patient recounted how a pre-planned procedure was cancelled that day.

Patients on the ward stated that the ‘staff are beyond helpful and they go above and beyond for the patients’ and ‘I am extremely happy to be here’ and the ‘food is lovely and hot’.