Complaints Modernisation. Part 2: longer term changes - Reform

Closed 18 Oct 2021

Opened 6 Sep 2021


The consultation aims to identify solutions to modernise and improve the health and social care complaints process.  This is part 2 and it poses some questions that will help to shape the approach to the handling of complaints in the longer-term, as part of a comprehensive review under the Department’s National Health and Social Care Services Bill (‘Reform Bill’). The aim of the Bill will be to modernise and consolidate the existing primary legislation in relation to the National Health and Social Care Service. Complaints will be one policy area within this Bill and will include consideration of a new approach to the independent review of complaints.

Part 1 of the consultation covers an updated approach for complaints handling in the short term that will be set out in supporting Regulations.

This consultation provides a summary of the issues that have arisen to date regarding the Department and Manx Care’s complaints policies and procedures that have not been able to be addressed within Regulations.

Why your views matter

The purpose of this consultation document is to give early sight of the Department’s longer-term plans for reform of complaints handling that can only be dealt with in primary legislation (the Reform Bill) and to seek views on those areas.


  • All Areas


  • Anyone from any background


  • Hospital
  • GPs
  • Carers
  • Addictions
  • Public Health
  • Mental Health
  • Disabilities & long term conditions
  • Dental services
  • Sexual health
  • Social Care
  • Health