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Annual Report to Tynwald on the NHS Complaints Procedure 8 December 2006

The Department of Health and Social Security announces the publication of the second annual report to Tynwald on the NHS Complaints Procedure.

Steve Rodan, Minister for Health and Social Security said,

“The information in this report is important to the Department and its contractors as it provides feedback about where services for patients could be improved."

Norman McGregor Edwards, Director of Health Strategy and Performance said,

“The National Health Service Complaints Procedure provides patients with a means to voice their concerns about the health services [provided either directly by the Department or on behalf of the Department by others] they receive and have these concerns officially considered by the DHSS.”

The first stage of the complaints procedure is Local Resolution, whereby the recipient part of the organisation considers the patient’s complaint. The number of complaints received between 1st April 2005 and 31st March 2006 are as follows:

 Primary Healthcare Independent Service Providers 
DHSSDoctorsPharmaciesDentistsOpticiansTotal
1882236135264

If this stage fails to find a satisfactory resolution to the matter, a person then has the right to have the complaint considered by the Independent Review Body. The number of complaints considered by the Independent Review Body between 1st April 2005 and 31st March 2006 are as follows:

 Primary Healthcare Independent Service Providers 
DHSSDoctorsPharmaciesDentistsOpticiansTotal
710008

Whilst most matters are resolved at this stage, if further explanation is required the matter must be recorded in writing and the complaint will then be considered as part of the Complaints Procedure.

The Department would also encourage all people to make it known when they have received good standards of health service as well as when they have concerns.

If people feel that the health services they have received are not satisfactory, they should in the first instance, talk to the person providing healthcare. If this is difficult, advice about how to progress concerns is available from the DHSS or from Age Concern, who act as independent advisors.

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