Out of more than 1,000 patients who gave a rating through the group’s new ‘We’re listening’ terminals between January and July this year, 94% rating their experience positively.
The touchscreen terminals, which use Touch&Tell technology, let patients share their experience anonymously at the point of care, giving the MSG immediate, independent insight into how its services are performing. They were introduced across its clinic sites in December last year.
Of the feedback collected, 200 patients left written comments, with a recurring theme being the kindness and compassion of staff. Patients frequently described feeling listened to, supported and treated as individuals.
‘It’s encouraging to see such positive feedback from our patients,’ said MSG chair Dr Michelle Le Cheminant.
‘It’s important to have this touchpoint with them.
‘It gives them a chance to feed back in a less formal way, while giving us the opportunity to continually improve our services for the island.’
The terminals build on a wider picture of patient feedback set out in the group’s most recent key performance indicators for the secondary healthcare contract. That report showed the MSG and the wider Health & Social Care services received 1,565 compliments in 2025, up from 1,318 the year before.
The same report noted, however, that formal complaints across the services rose by 27% in 2025, continuing a trend since 2023 – something it suggested could reflect a more responsive feedback culture in which patients feel able to speak up, as much as any decline in service.
The report also showed how the MSG measured up against its wider targets in 2025.
Against a demanding 95% standard, 88% of patients were seen within the four-hour target in the emergency department and 87% within radiology waiting times, although performance was lower for planned care, at 64% for outpatients and 57% for inpatients.
The report said the figures were improving as efforts to clear backlogs continued, with a comprehensive review cutting the gastroenterology waiting list by 34%.
Demand on services meanwhile continued to grow, with 18,715 inpatient admissions in 2025, up from 16,083 the year before, and 4,988 theatre procedures carried out.
The report also pointed to the island’s distinctive model of senior consultant-led care, highlighting an emergency department conversion rate of 10% – around a third of the NHS England rate – which it said meant clinical decisions were made early and more patients could go home the same day.
In her foreword to that report, Dr Le Cheminant said the measure that mattered most was ‘whether the person sitting opposite the consultant leaves feeling heard, treated with dignity, and given the care they need’.
Patients can also provide feedback through other official channels, including the MSG’s customer care team.
A working group, led by Deputy Sally Rochester, was set up this year to look at improving the complaints process in local health services.
It is expected to present its recommendations to the Health & Social Care Committee in October.
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