Complaints and compliments

Complaints

From the 1 April 2021, health and social care services historically provided by the Department of Health and Social Care (DHSC) became the responsibility of Manx Care. Arrangements for the handling of complaints have therefore been amended to reflect the distinct roles of DHSC and Manx Care. The National Health Services (Complaints) (Amendment) Regulations 2021 underpin this new approach and frame the respective duties and responsibilities of DHSC, Manx Care and the Independent Review Body (IRB).

Manx Care provides a wide range of services to the people of the Island and for most their experience is a positive one. However, things can go wrong, and when this happens complaints are positively welcomed. Your views about the quality of Manx Care services can help improve the way they are delivered in the future and ensure that lessons are learnt. Manx Care are responsible for the early local resolution of complaints and this includes formal investigation where necessary. This page provides information about how to pursue a complaint with Manx Care concerning its delegated functions and responsibilities.

Under the Manx Care Act 2021, the DHSC no longer directly provides health and social care services. It is now exclusively responsible for the strategic development of the Island’s health and social care system. Complaints about the Department’s statutory functions (including matters of planning, finance, assurance and regulation) will be responded to under its own complaints procedure. The DHSC also has a discreet role for the review of Manx Care’s complaint handling under the new health and social care procedure, and this page provides information about both processes.

Comments, suggestions and compliments

Both Manx Care and DHSC encourage comments and suggestions about their respective functions, duties and responsibilities. Like complaints, these can help shape and improve the design and delivery of health and social care services on the Island. Compliments are also very much welcomed, as knowing what works well is as important as putting things right when they go wrong If you wish to make a comment or suggestion, or indeed want to share a compliment, simply share your feedback with the relevant responsible manager at either Manx Care or DHSC.

Any complaints relating to the Department of Health and Social Care (DHSC) that are not dealt with in the new regulations can be made directly to us here:

Chief Executive Office
First Floor,
Belgravia House,
Circular Road,
Douglas,
IM1 1AE

Telephone: +44 1624 685816

Any complaints made before 31 October 2022, will continue to be handled by the NHS Independent Review Body (the 'Health IRB') which provide an independent review of unresolved complaints about health services. The Social Services Independent Review Body (the 'Social Care IRB') will also continue to provide an independent review of unresolved complaints about social care services.

For any new complaints made after 31 October 2022 which relate to health and social care services delivered by Manx Care, or a Service Provider on behalf of Manx Care, must be sent to those providers in the first instance. Details of how Manx Care handle complaints can be found on their page. If after making a complaint to Manx Care or a Service Provider on behalf of Manx Care has not been resolved, this may be able to be considered by the Health and Social Care Ombudsman Body (HSCOB). The HSCOB are not able to consider any existing complaints made to the respective IRB's.

The information below sets out the current way in which your complaint will be handled.

Complaints

Who can complain?

If you are dissatisfied with any aspect of the service or treatment you have received from Manx Care, or alternatively with the way in which the DHSC has performed its strategic functions, we hope you will raise these issues with the relevant staff member or their manager.

If you cannot make a complaint yourself you can ask someone else to do this on your behalf, but we will need your written consent for this. In this case, we will write to you upon receiving the complaint and ask you to complete a 'consent to share' form. 

The following flowchart provides a simplified headline overview of the revised arrangements for complaint handling under the provisions of the Manx Care Act 2021 and the associated National Health Services (Complaints)(Amendment) Regulations 2021.

NB: Independent health and social care service providers who are commissioned by Manx Care are required by the Regulations to have their own complaints procedures

Local resolution

Both Manx Care and DHSC encourage the early informal resolution of complaints about their respective functions, duties and responsibilities. Where appropriate or necessary, a formal investigation into the issues raised by the complainant can be conducted.

Early Informal Resolution

You can make your complaint directly to the relevant staff member or manager.

• Over the telephone
• In writing
• In person
• By e-mail 

You will have the opportunity to explain why you are unhappy and what you would like done to put matters right. The majority of complaints are resolved through an early informal intervention which normally takes no more than 5 working days to complete.

Formal Investigation

Where it has not been possible to resolve a complaint through early informal resolution, you can request a formal investigation. Investigations are also undertaken when the issues raised are more complex and require a more detailed level of inquiry into the available evidence.

Complaints about the functions, duties and responsibilities of Manx Care including matters of service delivery and organisational policy should be directed to the relevant Care, Quality and Safety Team as shown below.

Complaints about the functions, duties and responsibilities of DHSC including matters of service delivery and policy should be directed to the Chief Executive's office as shown below.

Care, Quality and Safety Team
DHSC	Manx Care
Chief Executive Office, First Floor, Belgravia House, Circular Road, Douglas, IM1 1AE Telephone:+ 44 1624 685816	Hospital Directorate, Reayrt Noa, Noble's Hospital, Strang, Braddan, Isle of Man, IM4 4RJ Telephone:+44 624 650793	Mental Health Services/Community Health Services, Reayrt Noa, Noble's Hospital, Strang, Braddan, Isle of Man, IM4 4RF Telephone:+44 624 686772

For more detailed information, please refer to the leaflet 'National Health Service Complaints Procedure - a patient's guide', which is also available to download on this page. All complaints will be dealt with promptly, courteously and in confidence, and  where a formal complaint is made, it will be acknowledged within 2 working days and generally responded to within 20 working days (other than in exceptional cases where an extension will be agreed with the complainant). The response will detail the findings, conclusions and recommendations of the investigation and your further rights under the relevant process.

Details of how to make a complaint are provided in a downloadable document which is also available in most healthcare settings.

Formal Investigation

Complaints about the functions, duties and responsibilities of DHSC including matters of service delivery and policy should be directed to the Chief Executive's office as shown below.

Independent Review

Where patients or service users are unhappy with the final decision of Manx Care concerning the substance of their complaint (i.e. care, treatment or an organisational policy decision) a consideration of the matter by the Independent Review Body (IRB) can be requested. You must apply within 28 days of receiving the written report into your formal complaint.

 

Once the IRB has have gathered all of the necessary information and considered the matter fully, it will prepare a report which you should receive within 28 working days, or where that is not possible, as soon as reasonably practicable, informing you of the IRB’s findings, conclusions and recommendations. Further details about the role of the IRB are contained in the downloadable patient leaflet. The IRB can be contacted in writing at the following address:

Independent Review Body
PO Box 281
Douglas
IM99 2SH

DHSC Review

If your continuing dissatisfaction is specifically and exclusively about the way in which Manx Care have handled your complaint you can refer such complaints to the DHSC. As part of the Department's statutory responsibilities for assuring the quality of the Island's health and social care system, it can look at whether Manx Care has complied with its statutory obligations where complaint handling processes are concerned. The DHSC cannot however consider matters falling rightly within the remit of the IRB, e.g. patient or service user dissatisfaction with the outcome of the care and treatment provided by Manx Care. Requests for a complaint handling review by DHSC should be directed to:

DHSC
Chief Executive Office
First Floor,
Belgravia House,
Circular Road,
Douglas,
IM1 1AE

Telephone: +44 1624 685816