Complaints about Manx Care’s directly managed services have seen a significant increase, rising to 443 in 2024-2025 from 263 the previous year.
The DHSC’s scrutiny report calls the surge “concerning” and requires “close monitoring”.
Its report also highlights an “88% change in MCALS contacts referencing staff values and behaviours”, which rose from 23 to 192 cases.
Despite the rise in volume, the department maintains “a positive view that improvements are being made” and acknowledges “strong progress” in meeting statutory duties.
Acknowledged
Performance against legal timeframes for handling complaints was maintained, with 100% acknowledged within five days and closed within six months.
The report requires Manx Care to provide “further written detail” to explain the context of the increases in specific areas, including Surgery (+108%) and Social Care (+89%), by November 30.
The number of reported duty of candour incidents saw a slight increase from 47 to 54, with full compliance in providing apologies and explanations.