Call for independence on medical complaints

A CHARITY has described Guernsey's system of handling clinical complaints about doctors as less rigorous, fair or robust than in the UK. It is not as likely to give Guernsey patients as much confidence in their health services as people in the UK have in the NHS,' said Peter Walsh, chief executive of Avma, the Association for the Victims of Medical Accidents. Board of Health president Peter Roffey said he would be happy for it to look at the possibility of more independent reviews. 'I have absolutely no objection to an independent layer of complaints resolution. But I don't know how practical it would be or the implications,' he said. He said he would be happy to talk through the issues with Avma and take any ideas that it has for consideration. Roger Allsopp, the MSG's complaints partner, said most problems were resolved through a letter or meeting. But he said he would back a more independent process. 'I would certainly support it and would want people to feel they have had a fair hearing.' Avma provides independent advice and support to people who have been victims of clinical accidents or mistakes. In the past 20 years, it has helped more than 100,000 people in the UK. Two Guernsey patients have sought advice recently from the Croydon-based charity that has 23 staff. But both complaints involved medical procedures carried out in the UK. Mr Walsh said the charity's existence might not be widely known in the island, but its helpline could accept calls from aggrieved Guernsey patients. He said he would consider creating a branch here if funding became available. The charity is about to enter discussions with the regional governments of Scotland and Wales about setting up a base there. The Board of Health logged more than 120 complaints last year, although not all were of a clinical nature. There have been 22 in the first quarter of the year. Six of these related to clinical treatment. The Medical Specialist Group receives around 40 complaints a year although some of these may overlap with the board's figures. Last year there were 53 complaints about GPs or connected health services. Since January, the board has been collating complaints in a different way, separating the clinical from other less serious ones. All of them, of whatever nature, are dealt with internally. Doctors employed by the board or heads of department are asked for a response. A reply is formulated by quality manager Sonia Martin and the result given in writing by either chief executive David Hughes or Deputy Roffey. In the case of the MSG, the doctor about whom the complaint is made is asked for a response and this provides the basis of a written reply. If patients or their family are still concerned about a problem then face-to-face meetings can be arranged with either the group or board representatives. But after that, the only recourse is legal action to seek compensation through the courts. But this is costly, can take years to resolve and often never reaches a hearing but is settled beforehand. In the UK there are further options. Patients can take their complaints to an independent panel that includes lay members - and if that is no help, they can refer it on to the Health Ombudsman. Mr Walsh said: 'The most sensible way of using us is to come to us with what has been said in the internal response. 'We can advise whether people should consider accepting that or if there are other options.' He said of Guernsey's way of handling complaints: 'Even the private sector is covered by a voluntary procedure that includes an independent review stage.' Next year a new authority will make the complaints process even more independent in the UK.