Manx Care is introducing changes to how patients raise complaints about some services, with a new process coming into effect from 1 July 2026.
Under the updated arrangements, patients are asked to raise complaints directly with the service they received care from. This includes GP practices, dental surgeries, opticians and pharmacies.
The change aligns with the Isle of Man National Health Service (Complaints) Regulations 2022, which require each provider to manage its own complaints process, including appointing a complaints manager and responsible person.
The new approach is designed to make the complaints process simpler, more responsive, and more patient-focused.
By contacting the service directly, patients can expect:
- Faster handling of complaints, as consent to share information is no longer required
- Reduced need to repeat personal information
- More opportunity for early resolution of concerns
MCALS can support with advice about the process of making a complaint and provide signposting support about the following services.
Some services will continue to be managed by Manx Care, and complaints relating to these should still be directed via the Manx Care Advice and Liaison Service (MCALS):
- Ballasalla GP Surgery
- Community Dental Service
- Hillside Dental Practice
- Medicines Optimisation Team
- GP/Dental Allocation List
Clear standards for handling complaints
All contracted services will follow the same complaints framework, ensuring patients:
- Receive acknowledgement within five working days
- Are offered the opportunity to discuss their complaint
- Receive a response within six months
Ongoing oversight
Manx Care will continue to oversee complaints handling across contracted services through regular reporting, quality checks and annual audits.
Further support
Patients who are unsure where to direct a complaint can contact MCALS for guidance on +44 1624 642642.
If a patient remains dissatisfied after receiving a response, they can refer the matter to the Health and Social Care Ombudsman Board (HSCOB) to consider whether it is accepted for an independent review.
