Complaints about GPs in the island have risen by 56% in the first year of the pandemic, according to a new report set to go before Tynwald next month.

One third of these were related to treatment by clinical staff. The 42 complaints included a woman who was misdiagnosed as being pregnant when she actually had a ’large cystic mass’.

Another ’felt that initial diagnosis of paroxysmal nocturnal dyspnoea (PND) delayed a diagnosis of lung cancer’.

The report stated: ’This figure must be seen in the context of the significant impact upon access to health and care services caused by the Covid-19 pandemic, and the unilateral decision of many patients and service users not to engage with the those services at a time of unprecedented crisis.’

The 14-page report summarising health and social care complaints was produced by the Department of Health and Social Care and covers the period between April 2020 and March 2021.

It shows, in total, there were 380 complaints made across all health and social care services - down 15% on the previous year’s figures and the lowest yearly volume of complaints in four years.

A summary of ’some of the lessons learned’ and changes made as a result of the complaints can also be found in the report.

Across all areas covered, the ’overwhelming’ majority of complaints were resolved by ’an apology and/or explanation of procedures, service or treatment’.

Of the 380 complaints resolved in 2020/21, seven were brought to the Independent Review Body, appointed by the Council of Ministers to review complaints about the provision of health services.

Meanwhile, 59% of the total complaints received were related to the Hospital Directorate, which sets the policy framework for all health services in the island.

Of these, 23% were related to delays with, or cancellation of, appointments.

The report said: ’Delays in responding to these complaints occurred for a variety of reasons including the Covid pandemic and several changes in the management of, and signing off of, complaints.’

The DHSC said: ’The department cannot comment on any individual cases, but across all areas covered in the report the overwhelming majority of complaints were resolved via an apology and/or explanation of procedures, service or treatment.

’The DHSC has been tasked with reviewing the current complaints process and regulations to modernise and improve the system. Following public feedback revised complaints regulations will be brought to Tynwald for consideration in spring 2022.’

A spokesperson from Manx Care added: ’Manx Care is not able to discuss individual cases, but we do investigate any complaint we receive. We work to instil a culture of continuous improvement, where we learn from all feedback, including that received prior to the launch of Manx Care, to ensure the safe and effective delivery of person-centred care.’