Complaints to Manx Care rise sharply, as oversight report urges cultural reform

New figures show a 70 percent increase in complaints, with both government and the health ombudsman calling for continued focus on staff values and patient engagement

The Department of Health and Social Care (DHSC) has published two major reports examining how complaints about the Island’s health and social care services are handled - one from Manx Care and another from the independent Health and Social Care Ombudsman Body (HSCOB).

The documents, now laid before Tynwald, together provide both an internal and external view of how concerns raised by patients and service users are managed, and where improvements are still required.

Manx Care’s Complaints and Duty of Candour Annual Report 2024-25 shows the number of formal complaints made about directly managed services rose sharply over the past year - from 263 to 443.

Despite that increase, the organisation maintained full compliance with all statutory timeframes for acknowledgement and resolution, and achieved ‘high satisfaction rates’ for same-day responses through the Manx Care Advice and Liaison Service (MCALS).

Most complaints related to clinical treatment, staff behaviour and values, and access to appointments.

DHSC noted that while the rise in behavioural concerns - up 88 percent year-on-year - remains a key challenge, it is also a sign of a more transparent reporting culture and greater public confidence in the system.

Complaint volumes were highest in surgery, urgent and emergency care, social care, and mental health, areas where workforce pressures and waiting-list backlogs continue to impact patient experience.

Both reports draw attention to the importance of culture, communication and values across health and social care services.

Manx Care has launched a Behavioural Competency Framework to embed standards of conduct and communication across its workforce, and to ensure patient interactions reflect the organisation’s stated values.

DHSC believes this approach aligns with its Quality Assurance Framework, which places the service user at the ‘centre of care’.

However, the Department recognised that “underlying workforce and cultural issues” are being actively addressed but said continued oversight would be essential to ensure improvements are sustained.

The Health and Social Care Ombudsman Body Annual Report 2024-25 provides an external check on how complaints unresolved at local level are reviewed.

HSCOB received 29 new complaints during the year and issued 27 decision notices, completing 19 full reviews - nine within six months and the remainder taking longer due to legacy or complex cases.

The Ombudsman also reported that it had completed all 26 outstanding historical cases inherited from its predecessor body, clearing the backlog of unresolved complaints.

While the report praised constructive engagement from Manx Care’s new leadership team, it also raised concerns that no written statements responding to Ombudsman recommendations were published during the reporting year, as required under regulation.

Five have since been issued in the first quarter of the new financial year.

HSCOB Chair David Clegg said the reports reflect “considerable progress” but also “ongoing challenges” in ensuring transparency, timeliness and accountability across the complaints system.

The Department described both reports as providing “a positive picture of ongoing improvement”, while acknowledging the need for further focus on communication, values and behavioural standards.

Health and Social Care Minister Claire Christian said: “Understanding why people may complain about the treatment or care they receive is one of the many ways the Department monitors the effectiveness of the services provided to our community.

"Both reports provide important information on the patient experience and show that, while there are certain challenges, there is a positive picture of ongoing improvement.”

DHSC added that it will maintain close oversight of how complaints are managed, and continue to work with both Manx Care and the Ombudsman Body to ensure the public can access quality, responsive and person-centred care.