Recent annual results from patient feedback forms indicate the public is happy with the care they receive from the Island’s Community Health Services.

For the 12 months July 2015 – July 2016, 98% of patients who completed a form indicated a high level of satisfaction.

The feedback forms were introduced by Community Health Services in early 2014 as an additional way to measure patient satisfaction.

Malcolm Couch, Chief Executive of the Department of Health and Social Care, welcomed the results: “Seeking and acting on feedback from the public is vital if we are to maintain high quality health and social care services for the people of the Isle of Man.

“The feedback results for Community Health Services, whilst just a snapshot, are encouraging – especially when you consider that all of us are more readily prone to complain than praise a service; whether in a restaurant, a shop or a health clinic. Our community healthcare professionals can be proud of this achievement.”

The leaflets ask patients a number of questions including: whether staff were helpful and caring; if they inspired confidence; did they really listen to patients and involve them in decisions about their care; and whether there were any delays in receiving the treatment they needed.

Patients also have the opportunity to add their own comments, whether good or bad, about the service they received and many chose to do so. The majority were positive and often praised individual staff; such comments are always passed on.

Comments included: “a welcoming and friendly environment”; “clear explanations and no use of jargon”; “staff were thoughtful, friendly and helpful with a caring attitude”; “information and advice given helped patients to make informed choices”.

Feedback on service improvement saw a small number of comments relating to availability of appointments when clinic times initially offered weren’t convenient. The management team is working towards providing greater flexibility to better meet the needs of all patients.

Jenny Brown, Patient Safety and Governance Coordinator, said: “We welcome honest feedback from patients and their families about the quality of care and services being provided. Our comments leaflets cover the key aspects of good customer service and are just one way of gaining ongoing direct patient feedback.

“Patients can also offer feedback through the online ‘Friends and Family’ Test, by speaking to or writing to any of our staff, by engaging with one of the Executive Team during their regular Patient Satisfaction Walks, or – we hope only as a rare last resort – by lodging a formal complaint.”

Community Health Services include: District Nursing, School Nursing, the Prison Healthcare Service, Ramsey and District Cottage Hospital, Health Visitors, Community Dental services, Speech and Language Therapy, the Manx Emergency Doctor Service (MEDS), Family Planning, Podiatry, Therapies and the Isle of Man Ambulance Service.

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