We are always keen to hear your feedback, whether positive or negative, so that we can be sure that our services are of the highest possible standard.
If you would like to write a comment about any aspect of the Medical Specialist Group, please contact us on CustomerCare@msg.gg .
Your views as a patient or relative about your experiences are welcomed, taken seriously and used to bring about change. Any complaint is seen as an opportunity for us to improve our service quality and learn lessons.
As part of our contract with the States there is what is known as a ‘Single clinical governance framework’ which includes a complaints policy. The aim is to have a systematic approach by Health & Social Care (HSC) and the Medical Specialist Group (MSG) to maintain and improve the quality of patient care.
We can only investigate complaints if they are made within six months of the event or within six months of you realising that you have a cause for complaint, as long as it is no more than 12 months after the event.
If possible, please speak first of all to a member of staff from HSC or MSG about your complaint.
If the member of staff can’t answer or resolve your concerns, we will ask you to put your complaint in writing to either HSC or MSG and addressed to the Customer care team. The team will acknowledge your complaint and then investigate it, including asking all the individuals involved with your care for their comments.
Once the investigation is completed, the Customer care team will forward a draft reply, together with any statements taken, to a member of the Single clinical governance group. He or she will review the medical findings and agree the reply before it is sent to you.
This process may take some time, but we aim to respond to all formal complaints within 20 working days.
If you are not satisfied with the response to your complaint, please write to the Customer care team within 25 working days to ask for it to be referred to the Appeals panel. The Customer care team will consider whether it’s appropriate to meet with you first and if not, they will refer it to the Appeals panel.
The HSC chief secretary will appoint the Appeals panel members – who will be one MSG board member, one HSC director and another senior member of staff from either HSC or MSG. The Appeals panel will consider and respond to the appeal within 25 working days of receipt of the complainant’s letter.
You have the right to ask for a second opinion about any aspect of your health care – that right is enshrined in the secondary health contract. Our doctors welcome second opinions, as long as they are from a regulated and qualified health professional and the advice is evidence-based. Our doctors often seek second opinions themselves, either from colleagues locally or from specialists in the UK.