In 2025, 57% of complaints, 107 out of 189, raised were successfully resolved within the target of 20 operational days, compared to 62% in 2024.
The remaining cases largely involved more complex issues that required additional time to investigate and resolve.
Formal complaints rose 27% on 2024. Following high-profile debates in the States, both HSC and MSG have actively encouraged patients to raise concerns, including through new accessible channels.
Michelle Le Cheminant, chair of the Medical Specialist Group, said every complaint was taken seriously on its own terms and represents a moment where health services fell short of what a patient or family had hoped for.
She accepted that the increase in formal complaints was continuing an upwards trend seen since 2023.
‘But at the system level, however, a rising number is not necessarily a worsening service. It can demonstrate a more responsive and accessible feedback culture, in which patients feel able to speak up and know they will be heard.’
Where it was not possible to fully resolve a complaint within the target response time, the complainant is contacted to explain the reasons for the delay. All informal complaints should be resolved within five operational days.
In 2025, 76% of informal complaints, 244 out of 318, were completed within that time frame.
Eight complainants, equalling 2%, were dissatisfied with the outcome of their complaint.