Complaints process for health system changed

Patients told to direct concerns to service used

Manx Care has changed how people can make complaints about services contracted by the health service.

From today (1 July) patients are being told to direct their concerns to the service they received the care from.

It applies to GP surgeries, dentists, opticians and pharmacies and means complaints will be handled ‘from start to finish’ by the individual service.

Manx Care says it will mean faster responses, quicker investigations, less repetition and a simpler process.

There are some exceptions including: Ballasalla GP Surgery, the Community Dental Service, Hillside Dental Practice, the Medicines Optimisation Team and GP and dental allocation lists.

People are being told though that complaints could take up to six months to answer.

If a patient remains dissatisfied they can refer the matter to the Health and Social Care Ombudsman Board to consider whether it can be independently reviewed.

Manx Radio has invited Manx Care to respond further; the health body chose to turn off the comments on its Facebook post about the issue.