Manx Care has reported a significant drop in formal complaints, down 24% year on year.
While the decrease signals progress, the report also highlights persistent challenges, particularly in clinical treatment and communication.
Throughout the year, the number of formal complaints fell from 346 in 2022-23 to 263 this year.
Clinical treatment remains the most frequently cited issue, accounting for 62 complaints, a slight increase from the previous year.
Manx Care said: “Worthy of comment is the 57% reduction in complaints about staff Values and Behaviours – from 53 to 23 (the latter excludes Primary Care statistics from 2022/23).
“The care groups that attracted the most Values and Behaviours complaints last year – Medicine, Mental Health, and Theatre – all made significant improvements in this area and numbers were down by 36%, 67% and 55% respectively). The number of complaints involving Access to Treatment or Drugs also reduced by 41%.”
Communication
The number of complaints around communication issues rose by a third (21 to 28), indicating that while overall complaint numbers are down, patient experiences still vary widely.
Many patients and families reported feeling left out of the decision-making process or receiving inadequate updates about their care.
Manx Care acknowledged these shortcomings and emphasized the need for clearer, more transparent communication strategies.
Learning
Manx Care’s report emphasised its commitment to a “learning culture,” using complaints as opportunities to improve services.
It said: The findings of all completed investigations are reviewed to ascertain what can be learned to prevent/minimise the risk of recurrence.
“Although fewer multi- categories were selected this year; Communication, once again, was the most frequently cited type of learning, followed by Delivery of Care.
“It is reassuring that the number of complaints for which no learning subject was selected has dropped considerably compared to last year. This would suggest that staff are reflecting more on what can be, or has been, learned following the investigation of complaints.”
In its response, the DHSC said it considers that Manx Care is making “good progress in the management of complaints”.
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