Manx Care is set to overhaul the way patients raise complaints about primary care services.
Under the updated arrangements, patients are asked to raise complaints directly with the service they receive care from such as 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.
By contacting the service directly, Manx Care claims patients can expect faster handling of complaints, as consent to share information is no longer required, a reduced need to repeat personal information and more opportunity for early resolution of concerns.
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).
These include Ballasalla GP Surgery, the Community Dental Service, Hillside Dental Practice, the Medicines Optimisation Team, and the GP/Dental Allocation List.
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, and receive a response within six months.
Manx Care will continue to oversee complaints handling across contracted services through regular reporting, quality checks and annual audits.
Patients who are unsure where to direct a complaint can contact MCALS for guidance on 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.