Work to reset the complaints process within Health and Social Care steps up a gear this week with service users and former and current staff all being asked to share their experiences.
The Complaints and Learning Working Group, set up to address concerns over the way complaints are handled by HSC, is hosting listening exercises – starting on Wednesday.
These exercises will form part of work aimed at enhancing “transparency and fairness and public confidence in the Health & Social Care complaints process”, said a spokesperson concerned with organising the groups.
The exercises have four work streams including a listening exercise with HSC service-users, a listening exercise with former and current HSC and MSG staff, an end-to-end review of the current joint HSC and MSG complaints process, and internal research and review into policy and models.
The listening exercises for current and former professionals are taking place through in-person group discussions on 20 and 26 May and 4 June. One-to-one confidential conversations can also be arranged.
Written submissions can also be sent to Simon West at s.west@health.gov.je.
He is a Consultant Orthopaedic Surgeon and is the current Medical Director and Responsible Officer for Health & Care Jersey.
You can also send him anonymous feedback by writing to Simon West, Medical Director, Jersey General Hospital, The Parade, St Helier, Jersey, JE1 3QS.
CareWatch is organising and hosting the discussions for any other service users, who aren’t staff. The team will contact anyone who has already expressed an interest in taking part.
To register interest now you can email panel@carewatch.gg.
Participants can provide structured written feedback by emailing panel@carewatch.gg. Anonymous feedback can be provided by filling out a dedicated form at carewatch.gg.
Citizens Advice Guernsey will also hold private one-to-one sessions for members of the public, either by phone or in person for individuals to provide feedback. To book an appointment, call Citizens Advice Guernsey on 242266 or email team@citizensadvice.org.gg.
These group and individual sessions for members of the public are running until the end of June.
The listening exercises and other work streams will feed into a final report with recommendations to be submitted to the Committee for Health and Social Care later this year.