Hospital Complaint Increase 'Need Not Be Seen As A Negative'

The number of complaints made to the hospital increased last year, but the Health Minister says it should not be seen as a negative.

321 complaints were made in 2021.

There were 255 in 2020 and 227 in 2019.

Deputy Richard Renouf says the increase may be down to the work done to raise awareness about how to give feedback.

"The increase in the number need not be seen as a negative, instead demonstrating that individuals are better informed to raise concerns and feel confident in being able to do so.

All complaints received are looked at as an opportunity to learn from individuals’ experiences. Complaints are investigated and, where appropriate, the responses provided to the complainant include learning and actions based on the outcome of the investigation.

This is the reason we do not record on the Datix system if the complaint has been upheld or not upheld. HCS uses a different system to other Government of Jersey departments which use the Central Feedback Management System."

The main themes from complaints were communication and staff attitude or behaviour.

The Health Minister says action has been taken to:

  • Improve written communication about discharge from the hospital
  • Bringing in boxes for personal items to reduce the risk of missing items
  • Reviewing the process for lost property 
  • Developing customer care and communication skills training

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