Medical treatment delayed after complaint made

The board said it was "indefensible" the department delayed her treatment further until the complaint was resolved

A woman had her medical treatment delayed after she made a complaint against the health department, a board has found.

The States of Jersey Complaints Board (SJCB) said it was upholding a complaint made by Mrs X against the Minister for Health and Social Services.

It found "significant weaknesses and inefficiencies" were identified within the health department, including a "failure to place the patient at the heart of its processes".

The minister said the department would release a report responding to the findings of the complaint "as soon as possible, within the maximum 12 weeks allowed in accordance with Standing Orders".

The complaint centred around access to tertiary care, communication from health care providers, and the administration of Mrs X's complaint by the Patient Experience Team.

The SJCB said it was "indefensible" that the department delayed her treatment further until the complaint was resolved.

'A material effect'

Mr Geoffrey Crill, chair of the SJCB, said it was "unthinkable" that a patient's care would be affected due to a complaint.

He said: "The department must maintain a constant awareness of the fact that a patient is, by definition, unwell and that the way in which they are communicated with can have an emotional impact.

"The board was particularly concerned about the department’s complaints process, which was not followed, and the fact that once Mrs X had been categorised as a ‘complainant’ this appeared to have had a material effect on her clinical care."

Recommendations to improve included a review of communications to ensure the department focused on "patient care and care in an appropriate tone", and providing a complainant with a dedicated liaison officer to "ensure ongoing and clear communication".

“The department should take patients’ personal circumstances and health into consideration when communicating with them,” Mr Crill said.