Customer Feedback complaints (FOI)

Request

Follow up questions to FOI - Patient Advisory Liason Service - PALS 

A

At (I), the information says: "The policy is overseen by the Customer Feedback Manager in Customer and Local Services with a network of Department Feedback Managers across all Government Departments. All Director Generals are responsible for ensuring that the policy is followed in their respective departments".

Which Director General is responsible for medical complaints brought via Feedback? Is there an address or email available. Or a name?

B

At (K), "As per response (E), if the Government of Jersey complaints process above has been completed and issues have not been resolved to the customer’s satisfaction, the next stage is independent external review by the States of Jersey Complaints Panel."

Can you please advise who to contact where the complaints process involving a medical concern has not been completed (and is unlikely ever to be completed or initiated) because of the refusal of the Feedback team to follow the policy and procedures laid down by the Complaints Feedback Policy and the linked staff manual.

Response

The Freedom of Information response referred to can be found here:

Patient Advisory Liaison Service - PALS (FOI)

A

Caroline Landon – Director General of Health and Community Services 

B

Specific issues relating to the management of feedback should be directed to feedback@health.gov.je in the first instance. Feedback received by this team is always logged and is managed in a staged process that enables reviews of how the complaint has been managed. There are three stages to the feedback process, which should all be completed prior to an individual taking their complaint to the States of Jersey Complaints Board.