Unpublished Responses to FOIA Requests

AuthorityDepartment of Health and Social Care
Date received2022-09-09
OutcomeAll information sent
Outcome date2022-10-05
Case ID2620410

Summary

The request sought unpublished Freedom of Information responses from the Department of Health and Social Care, but the provided text contains a specific response regarding colonoscopy waiting times, monthly procedure statistics, and backlog reduction plans.

Key Facts

  • The average waiting time for a colonoscopy to investigate potential cancer is less than two weeks.
  • Routine colonoscopies following an outpatient consultation have an average waiting time of seven months.
  • The UK NHS standard for colonoscopy waiting times is 6 weeks, with 96.1% of patients meeting this target.
  • The Endoscopy Unit moved to a new facility in September, increasing productivity by 25%.
  • Plans to clear backlogs include employing a Nurse Endoscopist and adding a weekly list at Ramsey Cottage Hospital.

Data Disclosed

  • 285
  • 56
  • 62
  • 140
  • 543
  • less than two weeks
  • one week
  • seven months
  • 6 weeks
  • 96.1%
  • July 16
  • August 16
  • September 16
  • October 16
  • November 16
  • December 16
  • 78
  • 88
  • 98
  • 123
  • 105
  • 75
  • 30 patients
  • 48 patients
  • 25%
  • 5 colonoscopies per week

Original Request

Please provide copies of Responses made by you in relation to Requests for Information made under the Freedom of Information Act 2015 ("FOIA") , which you haven't included in the Disclosure Log here - https://services.gov.im/freedom-of-information/search from when the FOIA was introduced under the Appointed Day Order here - https://www.tynwald.org.im/links/tls/SD/2015-SD-0264.pdf to date.

Data Tables (105)

Less than 6 months 6-9 months 9-12 months 12 months + Total
285 56 62 140 543
July 16 August 16 September 16 October 16 November 16 December 16
Colonoscopies undertaken 78 88 98 123 105 75
Number of F1's received in relation to Dental treatment Number of dental F1s approved Number of dental F1s refused Number of optical F1s received Number of optical F1s approved Number of optical F1s refused Number of claims that were for both dental and opthalmic Number for both applications that were approved Number for both applications that were refused
2012-13 69 51 18 89 67 22 34 25 9
2013-14 117 91 26 119 78 41 39 26 13
2014-15 119 86 33 221 111 110 52 30 22
2015-16 150 117 33 241 129 112 53 34 19
2016-17 to date 155 136 19 159 67 92 40 26 14
Householder Age Allowance
A single claimant householder (homeowner) Age under 60 £105.28
Age over 60 £140.85
Single claimant if not a householder (tenant) Age under 18 £82.92
Age 18 – 60 £98.76
Age over 60 £120.81
Either a claimant or a partner is: Age under 60 £165.04
Age over 60 £202.93
Age over 65 £209.27
Threshold per child Age under 5 £26.08
Age 5 -11 £32.14
Age over 11 £38.20
Capital disregard Total Above: 13,000.00
Type of Wheelchair Definition of the Chair Group Usual Criteria for Issue
Attendant Manual Wheelchair A standard chair that requires an attendant to push the chair. Small wheels at the back prevent user being able to propel the chair. These chairs are foldable for transportation The patient has a carer, who is able and willing to manage and manoeuvre the wheelchair safely. The patient is not medically fit to self propel.
Self – Propelled Manual Wheelchair A standard chair with large wheels at the rear allowing the user to propel themselves or have an attendant assist them. These chairs are foldable for transportation The patient must be deemed medically fit to self propel and this should not be detrimental to their medical condition. The patient has ability and will use a self-propelling wheelchair to allow a degree of indoor/outdoor mobility, which will increase independence and function. In exceptional circumstances, may be provided for carers who would benefit from improved, manoeuvrability gained by large rear wheels
Active User Manual Wheelchair (quickie style) Originally designed for sport, active user chairs are more flexible than the standard chairs and can be adjusted to meet the individual requirements of users so that he/she can achieve the maximum amount of mobility. They have quick release wheels, multiple axle positions and frames that are available in a wide variety of sizes. The criteria for a self-propelling wheelchair must be met. The patient is dependent on wheelchair mobility equipment indoors and outdoors for the majority of the day. The patient’s medical condition results in a reduced strength and/or major excessive activity would result in deterioration of the patient’s medical condition. The patient meets the criteria and their lifestyle needs and ability must be such that maximum independence and mobility will be gained by such provision.
Type of Wheelchair Definition of the Chair Group Usual Criteria for Issue
Standard Buggy A buggy is a type of pushchair allowing a patient (generally a child) clinically appropriate mobility beyond that which can be provided through generally available pushchairs. Meets criteria re assistance with outdoor mobility i.e. can only walk short distances due to physical problems To facilitate opportunities to participate in activities such as playing in the playground, where they would not have the energy to do so if they had had to walk there first. Child typically over 30 months of age and are either too tall or heavy for a commercial buggy for mobility need
Specialist Buggy A buggy is a type of pushchair allowing a patient (generally a child) clinically appropriate seating and mobility beyond that which can be provided through generally available pushchairs. Buggies may be provided as an alternative to a wheelchair, where it best meets the clinical and mobility needs, usually issued to children.Child requires additional postural support to provide a good symmetrical posture and enable them to be upright for their physical wellbeing and social interaction.Where a wheelchair is not deemed the most suitable option or parents/guardians are not at a stage of acceptance to transition from using a buggy to a wheelchair for practical or emotional reasons.
Tilt in Space Wheelchair (Manual) A tilt in space chair is one with a mechanism that allows for the whole seat system to be tilted, rather than just the back rest reclined, thus aiding a change in position for pressure relief while maintaining postural support. These wheelchairs are provided where the tilt facility is the only way of maintaining sitting balance/posture within a chair, in combination with managing the requirements of the patient’s physical needs. The patient is fully dependent on the provision of a chair for postural support, positioning and comfort. Pressure care will be considered in all wheelchairs. Carers can demonstrate that they are able to operate the system safely, access transport and detach component parts for safety and comfort of the patient. These chairs will not be provided solely to overcome moving, handling and hoisting issues.
Electric Powered Indoor/Outdoor Chair (EPIOC) A wheelchair with electric motors controlled by the user for indoor and outdoor use. These wheelchairs will be considered when other possibilities have been excluded and the Criteria for EPIC provision are met and the user also needs the chair for regular outdoor use. This will depend on the patient’s individual needs and their capabilities. Clinical need and the environment at home will be assessed by the Wheelchair Service. The home should be accessible i.e. ramps or level access from indoors to outdoors. Where these are not present but could be installed, relevant referrals can be made to appropriate services for adaptations to be carried out, prior to a chair being issued. The patient has the ability to comply with the DVLA requirements for motor vehicle drivers concerning epilepsy and other causes of loss of consciousness (see document vi – Epilepsy Guidelines)
Electrically Powered Outdoor Chair A wheelchair with electric motors controlled by the user. This is designed for outdoor use. In addition to the main criteria relating to having a condition that permanently seriously affects a patient’s ability to walk, the patient must have clinical needs in relation to posture, pressure and pain which means that a scooter cannot be used. AND The patient is going to use the chair outside on a frequent basis to undertake core activities of daily living. Although the patient may not meet the criteria for an EPIOC chair we may meet the patient’s needs within this section of the criteria with the provision of an EPIOC chair.
Type of Wheelchair Definition of the Chair Group Usual Criteria for Issue
Class Three Vehicle/Wheelchair A powered wheelchair for use on roads/highways with a maximum speed limit of 8mph and facility to travel at 4mph on footways. These are only issued in one exceptional circumstance where the patient’s weight and size precludes the use of other wheelchairs.
Cushions, Accessories and Modifications associated with Wheelchair provision Cushions, accessories and modifications will be provided as appropriate following assessment for clinical need. Cushions are provided to achieve comfort, satisfactory posture and increased stability and to aid pressure ulcer prevention and management. Where there is a need to support the management of acute pressure sores the Wheelchair Service will liaise with the Community Nursing Service or the Tissue Viability Service. Cushions will be considered for private chairs relating to an individual patient’s case.
HIGH MEDIUM LOW
Children with a rapidly deteriorating condition or short prognosis. Assessment required to enable issue of correct size wheelchair. None.
Children requiring independent mobility (manual or powered) indoors. Existing commercial buggy outgrown or transportable buggy required for school attendance. (Requests for provision of standard Major Elite buggies will be met via direct issue).
The inability to sit in a commercially available buggy and a requirement for postural support to enable outdoor mobility. Children requiring increased postural support but not immediately at risk in current privately owned equipment.
The long term need for a wheelchair (self or attendant propelled) for essential mobility indoors, to enable discharge from hospital.
HIGH MEDIUM LOW
Children with a rapidly deteriorating condition or short prognosis. A sudden deterioration in posture associated with a rapid growth spurt. Children at risk of injury through continued use of existing equipment. For example: • Pressure ulcer or marking; • Self harming behaviour; • Tipping or rocking the buggy/wheelchair. A review of existing equipment is required due to a change in clinical need. For example: • The equipment has been outgrown; • A buggy is no longer age appropriate; • Manual handling risk for carers; • Alternative postural support is needed but the child is not immediately at risk in the existing equipment. A self-propelling wheelchair, EPIC or EPIOC is required to enable functional independent mobility. Equipment on issue is clinically appropriate but a voucher is required to enable funding for a wheelchair with additional functional or lifestyle features that would benefit the child. Request for assessment under the Bursary Scheme where the existing equipment is clinically appropriate and where there would be no clinical or functional benefit for the child. For example: • Parents do not like the appearance of the existing equipment; • Parents wish to purchase a higher specification wheelchair for outdoor use only.
HIGH MEDIUM LOW
Adults with a rapidly deteriorating condition or short prognosis. The need for essential functional independent mobility due to living alone or spending a substantial part of the day alone. To enable discharge from hospital, an adult with a long term need for a wheelchair requires one in the home either for independent mobility or as an essential mobility aid for use by a carer. The existence of a pressure ulcer over any area of skin that would come into contact with the wheelchair or seating system that would be supplied. Adults at risk of postural deterioration. Adults with a stable or slowly deteriorating condition who require assessment. Requests for assessment as a result of any other issues highlighted at the time of initial referral. Requests for assessment for provision of equipment under the partnership Voucher Scheme. Requests for assessment for a wheelchair mainly for outdoor use or very limited indoor use.
HIGH MEDIUM LOW
Adults with a rapidly deteriorating condition or short prognosis. An acute exacerbation occurring in a condition characterised by relapses and remissions. The risk of injury if current equipment continues to be used or notification that an incident has occurred. The existence of a pressure ulcer over any area of skin that comes into contact with the wheelchair or seating system that has been supplied. An ongoing period of intervention requiring further action and appointments. Adults who are totally dependent or dependant on a wheelchair for a substantial part of every day and require a review of existing equipment due to a change in clinical need. The risk of postural deterioration. Adults with a stable or slowly deteriorating condition who require re-assessment. Requests for assessment for provision of equipment under the partnership Voucher Scheme. Requests for re-assessment as a result of any other issues identified. Requests for review despite the fact that existing equipment meets current clinical needs.
Grade Description of User Equipment Needs
1. (CAT 4) PART TIME USER SHORT TERM – Temporary requirement due to accident or operation. (May include terminal care) Pushed or self-propelling standard. Special chair may be required e.g. recliner for full leg plaster or hip spica.
2. (CAT 3) PART TIME USER LONG TERM – Ability to walk short distances. Requires wheelchair on regular basis for outdoor use or to enhance quality of life for user/carer. Pushed standard or lightweight self propelling standard. Buggies for children.
3. (CAT 2) PART TIME USER LONG TERM – variable walking ability due to fluctuating condition. High degree of independent life-style but requires wheelchair to maintain level of independence and quality of life. Self propelling standard or lightweight.
4. (CAT 1) FULL TIME USER LOW ACTIVITY – limited or lack of ability to self propel. Dependent for many daily living needs. Pushed or self propelling standard or buggy. Specialist chassis for custom- made seat.
5. (CAT 1) FULL TIME USER ACTIVE – unable to self propel. Independent mobility with powered wheelchair. Degree of independence in daily living activities. EPIC & EPIOC depending on ability/environment + motivation + transit. Transit for travel.
6. (CAT 1) FULL TIME USER ACTIVE – Independent mobility and lifestyle. Appropriate equipment reduces dependence on others and improves quality of life. Self propelling standard or high performance (adjustable stability by change of wheel position).
Referrals Minimum Response Time in Working Days
All referrals will be screened by approved personnel within the service 2
Referrals will be acknowledged to the referrer 5
Incomplete referrals will be returned to the referrer 2
From receipt of referral to assessment 15
From prescription to delivery for following types of equipment:
1 Locally held stock. 15
2 Orders from manufacturers 30
3 Made to measure 30 to 65
For Type 3 the Service will obtain an estimated date of delivery from the manufacturer and inform the client within: 5
Non-emergency Repairs will be completed in: 3
Cat 3 user or if chair is operable and safe without urgent repair
Emergency Repairs/Responses will be within: 24 hours
Cat 1 ,Cat 2 and Cat 4 users where the chair is unsuitable for use without repair
Deliveries will be completed within: 5
Collections should be completed within: 5
ISLE OF MAN WHEELCHAIR SERVICE REFERRAL FORM This form must be completed by a GP or AHP. When fully completed, please send the form to the Wheelchair Service, CCHC, Douglas:- Tel: 01624 642147 Email: (Nb. Incomplete forms may be returned and therefore could result in a delay to the assessment of a wheelchair)
REFERRERS NAME/ROLE TEL NO: DATE OF REFERRAL:
HAS THE CLIENT CONSENTED TO THIS REFERRAL? PLEASE CIRCLE YES NO CLIENT DETAILS
SURNAME TITLE: MR/MRS/MISS/MS/MASTER
FORENAME(S): DATE OF BIRTH:
ADDRESS/POSTCODE:
TEL NO:
NOK’S NAME/TEL NO: RELATIONSHIP: CONSENT TO CONTACT: YES/NO
G.P/SURGERY
IS AN INTERPRETER REQUIRED?  NO  YES WHAT LANGUAGE?:
PHYSICAL INFORMATION
DIAGNOSIS AND ONSET:
PREVIOUS MEDICAL HISTORY – INCLUDING CARDIAC/RESPIRATORY/NEUROLOGICAL/POSTURAL LIMITATIONS:
MEDICATION, IF KNOWN
HEIGHT: WEIGHT: PRESSURE CARE ISSUES? PLEASE CIRCLE & STATE YES NO MOBILITY/TRANSFER METHOD: CARER LIMITATIONS:
VISION:  NO PROBLEMS  NEEDS GLASSES  VISUAL IMPAIRMENT (STATE)  REGISTERED BLIND
HEARING:  NO PROBLEMS  IMPAIRED  DEAF
COGNITIVE/PERCEPTUAL IMPAIRMENT?
SEATED MEASUREMENTS - HIP WIDTH: HIP DEPTH: LEG LENGTH:
REASON FOR WHEELCHAIR REQUEST
CURRENT WHEELCHAIR:  YES*  NO *IF YES, GIVE DETAILS (MODEL/ASSET NO IF CCHC STOCK/?PRIVATE)
CATEGORY OF NEED: PERMANENT NEED HOSPITAL DISCHARGE-PERMANENT SHORT TERM REHAB
TYPE OF WHEELCHAIR REQUESTED:  ATTENDANT PROPELLED  SELF-PROPELLED  POWERED
HOW OFTEN WILL THE WHEELCHAIR BE USED?:  <3 DAYS A WEEK  OVER 3 DAYS A WEEK  DAILY
WHERE WILL THE WHEELCHAIR WANT TO BE USED?  INDOORS ONLY  OUTDOORS ONLY  IN & OUTDOORS WORK SOCIAL ENVIRONMENT NEEDS TO BE CONSIDERED EG. ACCESS ISSUES/DOOR WIDTHS?
TRANSPORT USED: (PLEASE STATE)-
Jurisdiction (Law) Grounds for termination
Immediate need to preserve life of mother Prevention of grave permanent injury to physical or mental health of woman (Time limit) Risk to physical or mental health of the woman or existing children greater than from continuance of pregnancy(social grounds) (Time limit) Significant risk of serious handicap in child Pregnancy resulting from sexual crimes
Isle of Man (Termination of Pregnancy (Medical Defences) Act 1995) Yes* Yes* No Yes (24 weeks) Yes (12 weeks)
England, Scotland, Wales (Abortion Act 1967) Yes Yes (no time limit) Yes (24 weeks) Yes (no time limit) Would be covered by other grounds
Jersey (Termination of Pregnancy (Jersey) Law 1997 Yes Yes (no time limit) Yes (distress –12 weeks) Yes (24 weeks) “
Guernsey (The Abortion (Guernsey) Law, 1997) Yes Yes (no time limit) Yes (12 weeks) Yes (24 weeks) “
Northern Ireland (Offences Against the Person Act 1861) Yes Yes – as a result R v. Bourne [1939] No No No
Gibraltar (Crimes Act 2011) Yes No No No No
Ireland (Constitution 8th Amendment, 1983) Yes No No No No
Year 2012 2013 2014 2015 2016
Number of Patient Deaths Recorded as Suicide 2 1 2 1 1
Year 2012 2013 2014 2015 2016
Number of Patient Deaths Recorded as Suicide 1 0 1 0 0
Year 2011
Number of Complaints Reason Complainant
1 Communication/Information to Patient (written and oral) Family Member
1 Attitude of Staff Family Member
2 Total
Year 2012
Number of Complaints Reason Complainant
6 Attitude of Staff Patient
1 Attitude of Staff Family Member
2 Personal Records (including medical and/or complaint) Patient
3 Clinical Treatment Family Member
2 Clinical Treatment Other
1 Failure to Follow Procedures Family Member
1 Patient Privacy & Dignity Family Member
16 Total
Year 2013
Number of Complaints Reason Complainant
2 Attitude of Staff Family Member
7 Clinical Treatment Patient
14 Clinical Treatment Family Member
2 Clinical Treatment Other
1 Transport Patient
1 Admission Transfer and Discharge Arrangements Family Member
1 Attitude of Staff Patient
1 Attitude of Staff Other
1 Complaints Handling Patient
1 Personal Records (including medical and/or complaint) Other
1 Personal Records (including medical and/or complaint) Family Member
1 Other Patient
33 Total
Year 2014
Number of Complaints Reason Complainant
12 Clinical Treatment Patient
10 Clinical Treatment Family Member
1 Clinical Treatment Other
1 Accommodation Other
1 Communication/Information to Patient (written and oral) Family Member
1 Other Family Member
1 Other Patient
27 Total
Year 2015
Number of Complaints Reason Complainant
1 Clinical Treatment Other
1 Policy and Commercial Decisions Family Member
2 Appointments Delay/Cancellation Outpatient Family Member
2 Communication/Information to Patient (written and oral) Patient
3 Communication/Information to Patient (written and oral) Family Member
1 Communication/Information to Patient (written and oral) Other
7 Clinical Treatment Family Member
3 Clinical Treatment Patient
1 Attitude of Staff Other
1 Other Family Member
22 Total
Year 2016
Number of Complaints Reason Complainant
2 Admission Transfer and Discharge arrangements Family Member
1 Appointments delay/cancellation outpatient Family Member
2 Communication/Information to Patient (written and oral) Family Member
4 Other Family Member
3 Other Patient
4 Other Other
3 Clinical Treatment Patient
10 Clinical Treatment Family Member
2 Clinical Treatment Other
31 Total
Year 2017
Number of Complaints Reason Complainant
1 Other Family Member
1 Total
Career
Change
Post Reason Date Still work for ALDS
SRSW Stepped down to RSW 01.08.13 Yes
SRSW Moved to OPS 20.10.13 Yes
SRSW Moved to AI 30.04.14 Yes
SRSW Retired age 55 10.09.14 No
SRSW Stepped down to RSW 01.10.14 Yes
SRSW Moved to OPS 18.02.15 Yes
SRSW Stepped down to RSW 01.03.15 Yes
SRSW Moved to AI 05.04.15 Yes
SRSW Moved to ASAT 28.06.15 No
SRSW Stepped down to DSW 28.09.15 Yes
SRSW Moved to AI 10.01.16 Yes
SRSW Now QCF Assessor for Adult Social Care 01.06.16 Yes
SRSW Moved to OPS 16.01.17 Yes
SRSW Stepped down to RSW 01.10.16 Yes
RSW To commence nurse training Yes
RSW Retired age 57 Yes
RSW Retired age 59 Yes
RSW Dismissed No
RSW Retired age 65 Yes
RSW Retired – ill health No
RSW Retired age 61 Yes
RSW Retired age 60 Yes
RSW Retired age 56 Yes
RSW Resigned No
RSW Moved to UK Yes
RSW Retired age 55 Yes
RSW Moved to Dept of Education Yes
RSW Retired age 64 Yes
RSW Retired age 65 Yes
RSW Retired – ill health No
RSW Retired age 60 No
RSW Dismissed No
RSW Resigned Yes
RSW Retired age 62 Yes
RSW Moved to LEaD Yes
RSW Retired age 65 Yes
RSW Retired age 60 No
RSW Retired – ill health No
RSW Retired age 64 Yes
RSW Retired age 60 Yes
RSW Career change Yes
RSW Resigned No
RSW Moved to UK No
RSW Resigned No
RSW Resigned No
RSW Resigned No
RSW Resigned No
RSW Retired age 65 No
RSW Retired age 65 Yes
RSW Retired age 63 No
Financial Year Total Cost
1st Apr 2014 – 31st Mar 2015 £18,871,863
1st Apr 2015 – 31st Mar 2016 £21,154,530
1st Apr 2016 – end of Jan 2017 £19,136,581
Financial Year Flight costs (inc. Air Ambulance) Other Transport Costs (boat, taxis (IOM & UK), accommodation contribution and mileage) Cost of treatment & care in UK *Admin costs
1st Apr 2014 – 31st Mar 2015 £3,418,358 £769,742 £14,505,323 £178,440
1st Apr 2015 – 31st Mar 2016 £3,573,717 £839,863 £16,630,342 £110,608
1st Apr 2016 – end of Jan 2017 £3,060,107 £734,636 £15,223,769 £118,069
Financial Year Number of patient journeys Number of Escort journeys
1st April 2014 – 31st March 2015 9,608 5,835
1st April 2015 – 31st March 2016 9,752 6,070
1st April 2016 – end of January 2017 8,727 5,615
Bank Holiday Monday 5
Tuesday 25
Wednesdays 31
Thursday 30
Friday 32
Saturday 4
Sunday 7
Item Additional Services Rates £
1
2
3
Page and paragraph number, or other reference for the element of information you regard as confidential Marking - either ‘in confidence’ or ‘commercially sensitive’ Why you consider element of information to be confidential
Bank Holiday Monday 5
Tuesday 25
Wednesdays 31
Thursday 30
Friday 32
Saturday 4
Sunday 7
3.1 The service will provide an outcome based model of service delivery,
which is designed to ensure that people receive a personalised service
which meets their assessed needs.
A retention, storage and disposal schedule is a timetable for the planned review of all
records to determine their ultimate fate, which is either:
This schedule lists record types with brief descriptions and their minimum required
retention period. Note that retention periods apply to both paper and electronic
records. At the end of their retention period, a sample of records from a series should
be reviewed before destruction to confirm that they are no longer required.
The schedules identify those records likely to have permanent research and
historical value.
Some records may have a long-term research value outside the Department that
created them (e.g. both administrative and clinical records from a number of
different hospitals have been used to study the 1918 influenza epidemic). The
Information Governance team will liaise with the Public Records Office to determine
the current and potential research uses of records.
The following factors must be considered when storing records:
It is important that libraries are well managed to ensure space is efficiently utilised
and the width of aisles and general layout of storage areas conform to fire, health
and safety regulations. In addition all records must be stored off the floor to
provide some protection from flood, dampness and dust.
It is important that where other paper records are stored, e.g. offices etc, these
need to be stored effectively, conform to fire and health and safety precautions. In
addition, all records must be stored off the floor to provide some protection from
flood, dampness and dust.
Non-paper storage includes electronic and microfilm formats.
Electronic and microfilm formats are used to capture and store images of otherwise
bulky or deteriorating archival material. However managers must be aware of issues
around storing records particularly in microfilm format where there may be a
reduction in the clarity of records printed.
When records identified for disposal are destroyed, a register of these records needs
to be kept. When records have reached the end of their retention period the
Information Governance Team should be contacted to assist with the secure disposal
of the records or transfer to the Public Record Office.
In the case of electronic records please note that a record is not deleted if it is merely
sent to the ‘recycle bin’. It must also be deleted from this folder to be considered fully
deleted. This is important in terms of the Freedom of Information Act 2015.
Records which do not contain personal or sensitive material may be disposed of in
the normal manner i.e. shredding or confidential wheelie bin or other recycling
facilities where possible. Contractors employed to shred confidential
information/records will be asked to produce written certificates as proof of
destruction.
The Information Governance Manager will be responsible for advising on local policy
for the retention, archiving or disposal of Adult Services records. The destruction of
records is an irreversible act and must be clearly documented.
Records not selected for archival preservation and which have reached the end of
their administrative life will be destroyed.
If a record due for destruction is known to be the subject of a request for information
or potential legal action the records must not be destroyed. The minimum retention
periods should be calculated from the end of the calendar year following the last
entry in the record.
In the majority of cases records will be disposed of when they reach their retention
period. However, when assessing whether records or information is required to be
retained for a longer period than that identified within the Retention Schedule,
consideration should be given to the holding of information for longer than necessary
which incurs extra storage costs and leaves the Department vulnerable to risks of
theft, misuse, disclosure, legal discovery and non-compliance fines.
Examples of when information may be required to be held for longer periods are
where:
Records which have been identified in the Retention Schedule as permanent
records are to be transferred to the Public Record Office. The Information
Governance Manager is responsible for co-ordinating this process with the Public
Record Office. If records are to be reviewed prior to selection this should be carried
out by the Information Governance Manager in conjunction with the Public Record
Office and any criteria or sampling processes used recorded for future use.
The Director of Adult Services is responsible for the implementation and
enforcement with the policy.
Details Minimum Retention Period Rationale PRA selection Final action
Divisional Plans 25 years Records Management ISO 15489 9.2 Information Security ISO 2700-1 4.3.2 (f); 4.3.3. England & Wales best practice Permanent Transfer to the Public Record Office after 25 years for permanent retention
Divisional Reports 25 years Division best practice Permanent Transfer to the Public Record Office after 25 years for permanent retention
Divisional Strategies 25 years Division best practice Permanent Transfer to the Public Record Office after 25 years for permanent retention
Minutes of Departmental Meetings 2 years as master copy will be held by CEO Office Division best practice Permanent Transfer to the Public Record Office after 25 years for permanent retention
Minutes of Divisional Meetings 30 years Division best practice Permanent Transfer to the Public Record Office after 25 years for permanent retention
Minutes of other non- Departmental/Divisional meetings 2 years unless relating to an individual then use retention period for records of individuals Division best practice No Destroy
Papers of minor or short lived importance not covered elsewhere - e.g. advertising matter - covering & appointment letters 2 years Division best practice No Destroy
- reminders; drafts - registers complied for temporary purposes; routine reports
Office Diaries 2 years after the end of the calendar year to which they refer Division best practice No Destroy
Social Work Diaries 6 years after year to which they relate Division best practice No Destroy
Phone Message Books 2 years NB Any service user information should be transferred to the service user record Division best practice No Destroy
Information Leaflets 2 years National Audit Office best practice One copy of each Transfer one copy to the Public Record Office after 25 years for permanent retention; destroy duplicates after 2 years
Divisional Policies/Procedures/ Protocols 10 years Division best practice Review Select for permanent preservation only those that relate to core activities and transfer to the Public Record Office after 25 years
Project Files 10 years after completion of project National Audit Office best practice Review Review with the Public Record Office to select which should be permanently preserved. Transfer selected records to the Public Record Office after 25 years for permanent retention
Major Reports 30 years Division best practice Permanent Transfer to the Public Record Office after 25 years for permanent retention
Consultants – records relating to their appointment 5 years Division best practice Review Review with the Public Record Office to select which should be
permanently preserved. Transfer selected records to the Public Record Office after 25 years for permanent retention
Tynwald questions (held by the Department) 10 years Division best practice No Destroy
Investigations commissioned by Division (not OHR Investigations) 30 years Division best practice Review Review with the Public Record Office to select which should be permanently preserved. Transfer selected records to the Public Record Office after 25 years for permanent retention.
Contracts 10 years after termination of contract Division best practice Review Review with the Public Record Office to select which should be permanently preserved. Transfer selected records to the Public Record Office after 25 years for permanent retention
Building Management including leases (Operational managers to maintain) Period of lease plus 12 years Division best practice No Destroy
Building Plans (Department held) Lifetime of building Division best practice Permanent Transfer to the Public Record Office after 25 years for permanent retention
Maintenance Contracts 6 years from end of contract Division best practice No Destroy
Insurance (Department held) 6 years after policy expiry Division best practice No Destroy
Funerals under the National Assistance Act 1951 6 years after completion of funeral Division best practice No Destroy
Procedures in relation to funeral applications under the National Assistance Act 1951 Permanent Division best practice Permanent Transfer to the Public Record Office after 25 years for permanent retention
Trust Housing 12 years after termination of tenancy agreement Division best practice No Destroy
Trust Housing unsuccessful applications 2 years Division best practice No Destroy
Endowment committees 1 year Division best practice No Destroy
Endowment committees minutes 6 years Permanent retention Permanent Transfer to the Public Record Office after 25 years for permanent retention
Blind Register/BD8 forms Until individual moves away from the Isle of Man or until death Division best practice No Destroy
Blue Badges – after refusal, issue or renewal 3 years Division best practice No Destroy
Disabled Register/ Green application form completed by applicant 1 year Division best practice No Destroy
Bus Passes 1 year Division best practice No Destroy
Unsuccessful tender documents Life of successful contract Division best practice No Destroy
Missing Persons notifications from other authorities 6 years Division best practice No Destroy
Budgets and Estimates 6 y e a r s a f t e r e n d of financial year to which they relate Division best practice No Destroy
Accounts – annual 6 years after end of financial year to which they relate Division best practice No Destroy
Accounts – minor records - e.g. - accounts of petty cash - travel & subsistence accounts - minor vouchers; order books - receipt books; - income records 6 years after end of financial year to which they relate Division best practice No Destroy
Audit records (internal and 2 years from the date of Division best practice No Destroy
external audit) original documents completion of the audit
Audit reports – internal and external letters, value for money reports and system/final accounts memoranda) 2 years after formal completion by statutory auditor Division best practice No Destroy
Cash books 6 years after end of financial year to which they relate Limitation Act 1984 No Destroy
Cash sheets 6 years after end of financial year to which they relate Limitation Act 1984 No Destroy
Invoices 6 years after end of financial year to which they relate Division best practice No Destroy
Bank Statements 2 years from completion of audit Division best practice No Destroy
Financial Audit records 2 years from completion of audit Division best practice No Destroy
Business Continuity Plans 20 years Division best practice Plans that were put into action as part of a major incident are selected for permanent preservation. All other plans are not selected. Transfer records selected for permanent preservation to IOMPRO when 25 years old. Destroy records not selected by IOMPRO at the end of the retention period.
Technical Documentation 20 years Division best practice Review Review with the Public Record Office to select which should be permanently preserved. Transfer selected records to the Public Record Office after 25 years for permanent retention.
Complaints, correspondence, 10 years from completion of action Division best practice No Destroy
investigations and outcomes (stage 1 and 2)
Complaints that result in change of practice (stage 3) 20 years Division best practice Permanent Transfer to the Public Record Office after 25 years for permanent retention
Close circuit TV images (CCTV) 31 days UK Information Commissioner’s Code of Conduct No Destroy
Flexi working hours (personal record of hours actually worked) 12 months Division best practice No Destroy
Health and safety documentation 3 years Division best practice No Destroy
Press cuttings 1 year Division best practice No Destroy
Press Releases 7 years Division best practice No Destroy
Public Consultations e.g. about future provision of services 5 years Division best practice Review Documentation that relate to selected records. Review with the Public Record Office to select which should be permanently preserved. Transfer selected records to the Public Record Office after 25 years for permanent retention.
Receipts for registered, recorded or special delivery mail 2 years following the end of the financial year to which they relate Division best practice No Destroy
Records of custody and transfer of keys 2 years after last entry Division best practice No Destroy
Requests for information  Data Protection Act (Subject Access Request)  Access to Health Records & Reports Act  Code of Practice for Access to 3 years after last action Division best practice No Destroy
Government Information
Freedom of Information (FOI) requests 3 years after full disclosure; 10 years if information is redacted or the information requested is not disclosed Division best practice No Destroy
Information Security Compliance Audit Audit to ascertain compliance with information security requirements - Retain records for 3 years after Date Closed Data Protection Act 2002 No Destroy
Incident Response & Investigation – Data Breaches; Response to & investigation of security breach Incidents (correspondence, investigation report, subsequent action; resolution of incident) Retain records 6 years after Date Created Limitation Act 1984 Computer Security Act 1992 No Destroy
Details Minimum Retention Period Rationale PRA selection Final action
Referrals/ NFA’s - i.e. does not become a case 6 years Division best practice No Destroy
Social Work/Duty Manager/ Practitioner Diaries 6 years after year to which they relate Division best practice No Destroy
Service User records – record kept for 10 years Division best practice Sample as agreed Transfer sample to the Public
life, then after death (including resident financial records) (see below) Record Office after 25 years for permanent retention
Health & Safety audits 5 years from completion of audit Division best practice No Destroy
Incident forms/Accident books 10 years Division best practice Review with the Public Record Office to select which should be permanently preserved. Transfer selected records to the Public Record Office after 25 years for permanent retention.
Quality Assurance audits 5 years from completion of audit Division best practice Sample records relating to changes in policy or procedures Transfer sample to the Public Record Office after 25 years for permanent retention
Local/team procedures & work instructions (see above for divisional procedures) 7 years Division best practice No Destroy
Duty Rotas 4 years National Audit Office guidance No Destroy
Communication Book Report Books Daily logs 7 years Division best practice No Destroy
Occupancy Forms 12 months Division best practice No Destroy
Timesheets 12 months Division best practice No Destroy
MAR Sheets 7 years Department of Health best practice No Destroy
Controlled Drugs Book 20 years Division best practice Misuse of Drugs Act 1971 Misuse of Drugs Regulations 2001 No Destroy
Safer management of controlled drugs: a guide to good practice in secondary care (England). October 2007 Dept. of Health, 17th October 2007 http://www.dh.gov.uk/en/P ublicationsandstatistics/Publ ications/PublicationsPolicyA ndGuidance/DH 079618
Books or sheets used to record checks and tests on equipment such as oxygen cylinders, glucometers, suction machines etc. 8 years Division best practice No Destroy
Nurse Call system (printouts) 2 years Division best practice No Destroy
Maintenance Reports (record of maintenance reports & job references) Arjo (reports re: hoists etc. which are sent to Estates) 2 years Division best practice No Destroy
Vehicle Log Sheets 6 months Division best practice No Destroy
Temperature log books (Food/Hygiene and Medication) 2 years Division best practice No Destroy
Person with offences against children – record kept for life, then after death 10 years after death Division best practice based on common practice No Destroy
Fire Registers 6 months Division best practice No Destroy
Fire Risk Assessments 2 years Division best practice No Destroy
Visitors Books 7 years Division best practice No Destroy
Receipts for items bought by service user 6 years and current Division best practice based on Financial Regulations No Destroy
Cash handover sheets 12 months plus current year Division best practice No Destroy
Order books & Invoices See Finance
Staff Records (leavers) Passed to HR for retention
Details Minimum Retention Period Rationale PRA selection Final action
Referrals/ NFA’s - i.e. does not become a case 6 years Division best practice No Destroy
Social Work/ Practitioner Diaries 6 years after year to which they relate Division best practice No Destroy
Service user record following no further contact after a decision to close a case or to take no further action 10 years after closure or 10 years after death Division best practice Sample as agreed (see below) Transfer sample to the Public Record Office after 25 years for permanent retention
Home Care record following no further contact after a decision to close a case or to take no further action 6 years after closure or 6 years after death Division best practice Sample as agreed (see below) Transfer sample to the Public Record Office after 25 years for permanent retention
Home Care Expense Forms 12 months Division best practice No Destroy
Home Care Observation Sheets 2 years Division best practice No Destroy
Home Care timesheets 12 months Division best practice No Destroy
Home Care Staff Records 6 years after leaving at which time a summary record must be kept until the individual’s 70th birthday Division best practice No Destroy
Meals on Wheels 1 year Division best practice No Destroy
Adult with MH involvement on SW record 20 years after date of last contact or 10 years after the person’s death if sooner. Records may be kept for 30 years before review but after first 20 years records may be summarised and kept in the summary format for the further 10 years Division best practice. When records come to the end of their retention period they must be reviewed not automatically destroyed. Such review must take account of any genetic implications of the patient’s illness. If it is decided to retain the records they must be subject to regular review Sample as agreed (see below) Transfer sample to the Public Record Office after 25 years for permanent retention
Deceased Person – after death 10 years Division best practice Sample as agreed (see below) Transfer sample to the Public Record Office after 25 years for permanent retention
MAR Sheets 7 years Department of Health best practice No Destroy
Registration & Inspection Reports and correspondence 5 years Division best practice No Destroy
Details Minimum Retention Period Rationale PRA selection Final action
Corporate and Partnerships: Contracts files 10 years after termination of contract Division best practice Selected: contract files relating to care delivery, pending PRO review at end of retention period. Not selected: contract files relating to secondary functions such as cleaning and maintenance. Selected files: Review with the Public Record Office to select which should be permanently preserved. Transfer selected records to the Public Record Office after 25 years for permanent retention. Not selected: destroy at end of retention period
Corporate and Partnerships: Grants files 10 years after termination of Grant Division best practice No Destroy at end of retention period
Corporate and Partnerships: Grant minutes 10 years after termination of Grant Division best practice Permanent Transfer to PRO at 25 years
Details Minimum Retention Period Rationale PRA selection Final action
All records including: Log books; Life Histories Nursing Notes; Therapeutic Work Educational Documentation Staff Records To be returned to Adult Services Central record following no further contact/closure after 3 months Division best practice as defined in the contract Review Review jointly with the Public Record Office after 25 years for permanent retention. Same final action (transfer to the Public Record Office or destroy) as the main Adult’s record.
Task Chair Time (in mins) Panel Members (x 02) Time (in mins)
Advert 30 -
Panel arrangements 30 -
Shortlisting 150 150
Interview prep 60 60
Interviews 450 450
Post interview admin 150 -
Feedback to candidates 225 225
Confirmation of appointment and allocation to post 60 -
Per recruitment for 15 candidates £347.66 (£220.51*2) £441.02
Per recruitment for 15 candidates £788.69
Per recruitment for one candidate1 (£788.69/15) £52.58
Task Time (in minutes)
Advert 30
Interview Invites 15
Offer of Appointment 60
DBS 60
Medicals 15
References 30
Manual Applications 20
Logging Criteria 30
Pending Chasers 60
Confirmation of Appointment 30
Average total per vacancy 350
Per vacancy2 £70.00
FOI Request Reference Date FOI received Question(s)
805565 29/04/2019 (Rejected) A current list of all medical prescribing practitioners A current list of all medical prescribing practitioners 2018/19 on the Isle of Man
817068 13/05/2019 Orthodonic Care - PRIMARY CARE 1. How many orthodontists and consultants work within primary care in the periods 2017 - 2018 and 2018 - 2019? 2. What is the annual salary paid to these individuals, for both primary and secondary care in the periods 2017 - 2018 and 2018 - 2019? 3. Are travel and accommodation paid by the department for visiting orthodontic consultants? 4. Can the department provide figures for travel and accommodation for the visiting consultants both sets of figures broken down for 2018 -2019? 5. Can you provide a copy of the job description, advert and contract, terms upon which these visiting orthodontic consultants are employed or self employed?
1007649 15/10/2019 Information on the appointment of Dental Officer in the Isle of Man 1. What date did the department appoint the dental officer in 2019? 2. Name of the dental officer appointed by the department? 3. What date and at where was the venue of the meeting for selection of the dental officer was held and a copy of all notes from the meeting and names individuals who were in attendance? 4. Copy of the selection criteria any, any notes made at the meeting unredacted 5. Which individuals were responsible for the selection and appointment of the dental officer? 6. What clinical experience in dentistry did the individuals hold? 7. What training and past experience of procurement of health care professionals did the individuals responsible have? Please provide evidence of their training post graduate education. 8. How many dentist applied for the position? For each individual dentist that applied please provide or confirm: A) Year of qualification B) University of qualification C) Relevant qualification obtained in dentistry D) Copies of all post graduate education, certificates, diplomas and masters held 9. Confirm the number of dentists who were interviewed for the position of dental officer?
10. What were the names of the individuals who completed the interviews? 11. On what date were the interviews held? Please provide a copy of the notes from the meeting 12. Please provide a copy of the tender for the position of dental officer 13. Please provide copies of the responses provided by the individual dentists that applied for the position of dental officer (relevant redaction of personal information to be respected) 14. Please provide a copy of the 'marks' or scores provided by the selection committee to the individual tenders 15. What were the names of the individuals who marked the tender documentation? Please provide their individual qualifications including their clinical education or procurement with the relevant proof to confirm this 16. Copy of the marking scheme used by the individuals in providing the relevant 'scores' per question and the policy and procedure document explaining how these scores are interpreted and applied 17. Please provide a copy of the policy document from procurement or the Department of Health in respect of auditing of the tenders including the methodology i.e. Who and how often is the marking checked to ensure there are no errors? 18. How often is an audit completed on tender applications, the subsequent marking to ensure quality assurance, fairness and accountability? 19. What were the names of the individuals within the department wrote the tender document? 20. Was the tender document from a national model or was it tailor made to suit the position? 21. Was the tender document checked by any legal or regulatory body on the Isle of Man or in the UK?
Internal review request (ref: 1007649) (ref: 1089763) 9/12/2019 Details: I requested information from Dept Health about the Dental Officer Procurement Procedure. A number of my questions have not been answered. I would like this to be reviewed I have a number of comments to make in respect of the information received see below: 1. Please provide a copy of the notifications if the support service dated 8 Aug 2. Please provide a copy of the letter/email withdrawing application. Please provide name of bidder who withdrew application 3. Please provide names of individuals who were in attendance at the selection process they have failed to answer my question 5. Failed to respond with the government officials included 6. Not answered what dental experience they had. I also requested what clinical dental or relevant qualifications the selection team had. Please provide confirmation that both service providers were practicing dentists within the NHS. The year of qualification and confirmation of GDC registration 9. Who interviewed for the service providers job
13. Please provide copies of responses for the service provider position 15. They failed to name the government officials who were responsible for the marking 17. Please advise why no policy or audit exists in providing procurement exercises 19. I requested the name of the individuals not the department. Please answer the question
1094861 11/12/2019 Maxillofacial 1. How many maxillofacial surgeons are employed by the government and work within the oral surgery department? 2. How long is the waiting list for a consultation both routine and urgent? 3. How long is the waiting list for treatment both routine and urgent? 4. How many referrals were received by the oral surgery department in 2017, 2018 and 2019? 5. Please provide the source of referrals for 2017, 2018 and 2019 with a breakdown of numbers i.e general dental practioners A&E doctors? 7. How many extractions ( adults) are referred by community dental service, on a monthly basis to the oral surgery department please provide monthly totals? 8. How many children were referred to the oral surgery department for extractions on a monthly basis 2017, 2018, 2019? 9. How many general anesthetic cases were performed on children for extractions at Nobles in 2017, 2018, 2019 ? 10. What is the policy that the department adopts on the performance of general anesthetics and decay i.e does the department follow a policy that if a child is put to sleep i.e has a general anesthetic , the child should wake up decay free i.e all decayed teeth should be extracted
1096061 11/12/2019 Community Dental Services 1. How many individuals are employed by the community dental service? Please provide numbers and whether full or part time include dentist, dental nurses, hygienists, therapists, reception administrative and clerical staff 2. What were the gross wages for all of the above staff during 2016 -2017, 2017-2018, 2019 to date? 3. What are the individual salaries paid to the dentists ? 4. Provide a copy of the individual contracts of the dentists employed in the community dental service and their job descriptions 5. Please provide a full breakdown of accounts profit and loss for the community dental service 2016 - 2017. 2017- 2018 2018 -2019 to date 6. How many individual patients were seen on a monthly basis by the community dentists 2017 - 2018 2018 -2019? 7. What fees were collected by the community dental services from patients for dental treatment in the years 2016-2017. 2017-2018, 2018 - 2019. 8. How many patients remain on the community dental services list as of 1 December 2019? after the contract for general dental services was given to Regent Dental
Services in April 2018. Is it correct that patients from the community dental services were transferred to them? 9. What is the remit of the community dental service with regard to patients? 10. Which groups do the community dental services treat? 11. How do the community dental services receive referrals? 12. Please provide the number of referrals to the community dental services for the years 2016 - 2017, 2017 - 2018, 2018-2019 and 2019 to date
1106161 17/12/2019 NHS Dental Services Budget in General Dental Services 1. What was the gross amount spent on NHS dentistry in GDS for the years 2016- 2017, 2017-2018, 2018-2019, 2019 to date? 2. Of this gross amount what amount was paid by the patients in each year? 3. What was the net amount spent on NHS dentistry in GDS by the govt per annum? ie Gross amount less patients charges. resulting in the net amount spent on NHS dentistry by the government. 2016- 2017 2017-2018, 2018-2019,2019- to date? 4. Exemption from payment exists for patients under the GDS. What was the sum paid annually by the government for these exempt patients. Please divide the gross payment down into each Exemption category Ie Child under 16, Income support, Pensionable age etc In order to demonstrate the annual sum 5. What % of exempt patients are treated under GDS contract? 6. How does the % in question 5 compare with UK by category ? 7. How is exemption checked and audited by the Department to ascertain exemption ? 8. What was the gross amount spent on Orthodontics including any work through Nobles Hospital,. Provide a breakdown of the gross amount spent for Consultants and the primary Orthodontic contract for the years 2017-2018, 2018-2019, 2019 to date? 9. How many assessments were completed under the primary orthodontic contract (1 UOA ) for the above dates How many Assessments and Treat = 21 UOA were completed per annum for the above dates How many Assessments and treat = 4 UOA were completed for the above dates What is the value of the UOA on island? How does this compare to UK? 9. How many patients are at present on the orthodontic waiting list 10. What is the gross amount spent by the government on NHS dentistry per annum to include Oral surgery Department Nobles Hopsital, Community Dental Services, Emergency Dental Clinics weekends, bank
FOI Request Reference Date FOI received Question(s)
805565 29/04/2019 (Rejected) A current list of all medical prescribing practitioners A current list of all medical prescribing practitioners 2018/19 on the Isle of Man
817068 13/05/2019 Orthodonic Care - PRIMARY CARE 1. How many orthodontists and consultants work within primary care in the periods 2017 - 2018 and 2018 - 2019? 2. What is the annual salary paid to these individuals, for both primary and secondary care in the periods 2017 - 2018 and 2018 - 2019? 3. Are travel and accommodation paid by the department for visiting orthodontic consultants? 4. Can the department provide figures for travel and accommodation for the visiting consultants both sets of figures broken down for 2018 -2019? 5. Can you provide a copy of the job description, advert and contract, terms upon which these visiting orthodontic consultants are employed or self employed?
1007649 15/10/2019 Information on the appointment of Dental Officer in the Isle of Man 1. What date did the department appoint the dental officer in 2019? 2. Name of the dental officer appointed by the department? 3. What date and at where was the venue of the meeting for selection of the dental officer was held and a copy of all notes from the meeting and names individuals who were in attendance? 4. Copy of the selection criteria any, any notes made at the meeting unredacted 5. Which individuals were responsible for the selection and appointment of the dental officer? 6. What clinical experience in dentistry did the individuals hold? 7. What training and past experience of procurement of health care professionals did the individuals responsible have? Please provide evidence of their training post graduate education. 8. How many dentist applied for the position? For each individual dentist that applied please provide or confirm: A) Year of qualification B) University of qualification C) Relevant qualification obtained in dentistry D) Copies of all post graduate education, certificates, diplomas and masters held 9. Confirm the number of dentists who were interviewed for the position of dental officer?
10. What were the names of the individuals who completed the interviews? 11. On what date were the interviews held? Please provide a copy of the notes from the meeting 12. Please provide a copy of the tender for the position of dental officer 13. Please provide copies of the responses provided by the individual dentists that applied for the position of dental officer (relevant redaction of personal information to be respected) 14. Please provide a copy of the 'marks' or scores provided by the selection committee to the individual tenders 15. What were the names of the individuals who marked the tender documentation? Please provide their individual qualifications including their clinical education or procurement with the relevant proof to confirm this 16. Copy of the marking scheme used by the individuals in providing the relevant 'scores' per question and the policy and procedure document explaining how these scores are interpreted and applied 17. Please provide a copy of the policy document from procurement or the Department of Health in respect of auditing of the tenders including the methodology i.e. Who and how often is the marking checked to ensure there are no errors? 18. How often is an audit completed on tender applications, the subsequent marking to ensure quality assurance, fairness and accountability? 19. What were the names of the individuals within the department wrote the tender document? 20. Was the tender document from a national model or was it tailor made to suit the position? 21. Was the tender document checked by any legal or regulatory body on the Isle of Man or in the UK?
Internal review request (ref: 1007649) (ref: 1089763) 9/12/2019 Details: I requested information from Dept Health about the Dental Officer Procurement Procedure. A number of my questions have not been answered. I would like this to be reviewed I have a number of comments to make in respect of the information received see below: 1. Please provide a copy of the notifications if the support service dated 8 Aug 2. Please provide a copy of the letter/email withdrawing application. Please provide name of bidder who withdrew application 3. Please provide names of individuals who were in attendance at the selection process they have failed to answer my question 5. Failed to respond with the government officials included 6. Not answered what dental experience they had. I also requested what clinical dental or relevant qualifications the selection team had. Please provide confirmation that both service providers were practicing dentists within the NHS. The year of qualification and confirmation of GDC registration 9. Who interviewed for the service providers job
13. Please provide copies of responses for the service provider position 15. They failed to name the government officials who were responsible for the marking 17. Please advise why no policy or audit exists in providing procurement exercises 19. I requested the name of the individuals not the department. Please answer the question
1094861 11/12/2019 Maxillofacial 1. How many maxillofacial surgeons are employed by the government and work within the oral surgery department? 2. How long is the waiting list for a consultation both routine and urgent? 3. How long is the waiting list for treatment both routine and urgent? 4. How many referrals were received by the oral surgery department in 2017, 2018 and 2019? 5. Please provide the source of referrals for 2017, 2018 and 2019 with a breakdown of numbers i.e general dental practioners A&E doctors? 7. How many extractions ( adults) are referred by community dental service, on a monthly basis to the oral surgery department please provide monthly totals? 8. How many children were referred to the oral surgery department for extractions on a monthly basis 2017, 2018, 2019? 9. How many general anesthetic cases were performed on children for extractions at Nobles in 2017, 2018, 2019 ? 10. What is the policy that the department adopts on the performance of general anesthetics and decay i.e does the department follow a policy that if a child is put to sleep i.e has a general anesthetic , the child should wake up decay free i.e all decayed teeth should be extracted
1096061 11/12/2019 Community Dental Services 1. How many individuals are employed by the community dental service? Please provide numbers and whether full or part time include dentist, dental nurses, hygienists, therapists, reception administrative and clerical staff 2. What were the gross wages for all of the above staff during 2016 -2017, 2017-2018, 2019 to date? 3. What are the individual salaries paid to the dentists ? 4. Provide a copy of the individual contracts of the dentists employed in the community dental service and their job descriptions 5. Please provide a full breakdown of accounts profit and loss for the community dental service 2016 - 2017. 2017- 2018 2018 -2019 to date 6. How many individual patients were seen on a monthly basis by the community dentists 2017 - 2018 2018 -2019? 7. What fees were collected by the community dental services from patients for dental treatment in the years 2016-2017. 2017-2018, 2018 - 2019. 8. How many patients remain on the community dental services list as of 1 December 2019? after the contract for general dental services was given to Regent Dental
Services in April 2018. Is it correct that patients from the community dental services were transferred to them? 9. What is the remit of the community dental service with regard to patients? 10. Which groups do the community dental services treat? 11. How do the community dental services receive referrals? 12. Please provide the number of referrals to the community dental services for the years 2016 - 2017, 2017 - 2018, 2018-2019 and 2019 to date
1106161 17/12/2019 NHS Dental Services Budget in General Dental Services 1. What was the gross amount spent on NHS dentistry in GDS for the years 2016- 2017, 2017-2018, 2018-2019, 2019 to date? 2. Of this gross amount what amount was paid by the patients in each year? 3. What was the net amount spent on NHS dentistry in GDS by the govt per annum? ie Gross amount less patients charges. resulting in the net amount spent on NHS dentistry by the government. 2016- 2017 2017-2018, 2018-2019,2019- to date? 4. Exemption from payment exists for patients under the GDS. What was the sum paid annually by the government for these exempt patients. Please divide the gross payment down into each Exemption category Ie Child under 16, Income support, Pensionable age etc In order to demonstrate the annual sum 5. What % of exempt patients are treated under GDS contract? 6. How does the % in question 5 compare with UK by category ? 7. How is exemption checked and audited by the Department to ascertain exemption ? 8. What was the gross amount spent on Orthodontics including any work through Nobles Hospital,. Provide a breakdown of the gross amount spent for Consultants and the primary Orthodontic contract for the years 2017-2018, 2018-2019, 2019 to date? 9. How many assessments were completed under the primary orthodontic contract (1 UOA ) for the above dates How many Assessments and Treat = 21 UOA were completed per annum for the above dates How many Assessments and treat = 4 UOA were completed for the above dates What is the value of the UOA on island? How does this compare to UK? 9. How many patients are at present on the orthodontic waiting list 10. What is the gross amount spent by the government on NHS dentistry per annum to include Oral surgery Department Nobles Hopsital, Community Dental Services, Emergency Dental Clinics weekends, bank
Year 1 Year 2 Year 3 Year 4
Total Cost 13-14 Total Cost 14-15 Total Cost 15-16 Total Cost 16-17
Agency £5,705,538.00 £8,864,979.00 £14,865,787.79 £14,781,712.14
Bank/locum £7,326,862.00 £7,458,431.00 £9,562,987.48 £10,507,610.28
Total £13,032,400.00 £16,323,410.00 £24,428,775.27 £25,289,322.42
Year 5 Year 6 Year 7
Total Cost 17-18 Total Cost 18-19 Total Cost 19-12 to 31-12-19
Agency £12,567,995.90 £12,316,950.96 £8,417,091.00
Bank/locum £10,204,927.72 £12,016,997.83 £9,728,603.00
Total £22,772,923.62 £24,333,948.79 £18,145,694.00
AX BH Report Total Budget
01/04/2015 – 31/03/2016 £125,265.52 £60,000.00
01/04/2016 – 31/03/2017 £126,928.29 £120,000.00
01/04/2017 – 31/03/2018 £121,130.17 £125,000.00
01/04/2018 – 31/03/2019 £117,352.20 £120,000.00
01/04/2019 – 31/03/2020 £125,337.90 £125,000.00
AX BH Report Total Budget
01/04/2015 - 31/03/2016 £340,984.50 £281,800.00
01/04/2016 - 31/03/2017 £355,296.71 £353,380.00
01/04/2017 - 31/03/2018 £378,908.52 £384,970.00
01/04/2018 - 31/03/2019 £293,719.93 £383,290.00
01/04/2019 - 31/03/2020 £190,308.00 £273,590.00
Year Between Home and Noble's/Ramsey Between Home and Sea/Airport
2015 4,097 3,107
2016 3,598 3,416
2017 3,277 3,470
2018 3,982 3,539
2019 5,829 3,333
Clinical & Public Health Working Group
Name Title
Dr Rosalind Ranson Medical Director
Dr Keith Daniels General Practitioner
Dr John Snelling General Practitioner
Dr Helen Freer General Practitioner
Dr Johnathan Wilmott General Practitioner
Dr Epha Crofts Consultant, Occupational Health
Dr Henrietta Ewart Direct of Public Health
Dr Adrian Dashfield Consultant Anaesthetist
Dr Gareth Davies] Emergency Medicine
Dr David Highley Consultant Anaesthetist
Dr Rizwan Khan Consultant Microbiologist
Dr Ishaku Pam Consultant Physician
Dr Tony Stock Consultant Obs & Gynae
Dr Chris Till Consultant Anaesthetist
Dr Neel Umapathy Consultant ENT
Dr Ian Wright Consultant Orthopaedic Surgeon
Dr Chris Waldrum General Practitioner
Cath Quilliam Director of Nursing
Dr Marina Hudson Consultant Psychiatrist
Clinical & Public Health Working Group
Name Title
Dr Rosalind Ranson Medical Director
Dr Keith Daniels General Practitioner
Dr John Snelling General Practitioner
Dr Helen Freer General Practitioner
Dr Johnathan Wilmott General Practitioner
Dr Epha Crofts Consultant, Occupational Health
Dr Henrietta Ewart Direct of Public Health
Dr Adrian Dashfield Consultant Anaesthetist
Dr Gareth Davies] Emergency Medicine
Dr David Highley Consultant Anaesthetist
Dr Rizwan Khan Consultant Microbiologist
Dr Ishaku Pam Consultant Physician
Dr Tony Stock Consultant Obs & Gynae
Dr Chris Till Consultant Anaesthetist
Dr Neel Umapathy Consultant ENT
Dr Ian Wright Consultant Orthopaedic Surgeon
Dr Chris Waldrum General Practitioner
Cath Quilliam Director of Nursing
Dr Marina Hudson Consultant Psychiatrist
Dr Henritta Ewart Director of Public Health
Dr Adrian Dashfield Consultant Anaesthetist
Dr Gareth Davies Emergency Medicine
Dr David Highley Consultant Anaesthetist
Dr Rizwan Khan Consultant Microbiologist
Dr Ishaku Pam Consultant Physician
Dr Tony Stock Consultant Obs and Gynae
Dr Chris Till Consultant Anaesthetist
Dr Neel Umapathy Consultant ENT
Dr Ian Wright Consultant Orthopaedic Surgeon
Dr Chris Waldrum General Practitioner
Cath Quilliam Director of Nursing
Dr Marina Hudson Consultant Psychiatrist
Performance Period Registrations Logins
Number Unique Young Person (YP)
Q1 2019-2020 91 394 91
Q2 2019-2020 70 723 79
Q3 2019-2020 72 427 82
Q4 20129-2020 136 871 154
2019/2020 Total 369 2415
Q1 2020-20201 73 558 98
Quarter Chat Message Articles Forums
2019- 2020 Sessions Unique YP (Per Qtr) Messages Unique YP Views Unique YP Views Unique YP
1 20 15 140 34 107 35 260 44
2 52 20 330 35 151 32 384 43
3 34 25 221 53 140 40 264 45
4 45 31 419 89 876 56 1322 57
151 1110 1274 2230
2020- 2021
1 24 15 232 57 388 33 411 41
Quarter Top 3 most prominent issues service users presented (in order 1, 2, 3)
Q1 2019-2020 Anxiety/Stress; Suicidal Thoughts; Self Worth
Q2 2019-2020 Suicidal Thoughts; Anxiety/stress; Self-harm; loneliness; Friendships
Q3 2019-2020 Anxiety/Stress; Suicidal thoughts; Friendships
Q4 20129-2020 Anxiety/Stress; Sleep difficulties; Self-harm
Q1 2020-20201 Suicidal Thoughts; Anxiety/stress; Body Image
Performance Period Registrations Logins
Number Unique Person
Q1 2019-2020 386 1345 391
Q2 2019-2020 334 1901 377
Q3 2019-2020 209 1489 263
Q4 20129-2020 198 1348 248
2019/2020 Total 1127 6083
Q1 2020-20201 171 1564 223
Quarter CHAT Message Articles Forums
2019- 2020 Sess- ions Unique Users (Per Qtr) Mess- ages Unique Users Views Unique Users Views Unique Users
1 109 50 245 52 450 152 395 131
2 236 90 530 97 460 158 661 167
3 215 70 521 71 365 123 494 119
4 129 52 297 56 414 132 462 116
689 1593 1689 2012
2020- 2021
1 165 47 530 79 387 102 717 104
Quarter Top 3 most prominent issues service users presented (in order 1, 2, 3)
Q1 2019-2020 Anxiety/Stress; Depression; Family Relationships
Q2 2019-2020 Anxiety/Stress; Depression; Self Worth
Q3 2019-2020 Anxiety/Stress; Depression; Family Relationships
Q4 20129-2020 Anxiety/Stress; Depression; Family Relationships
Q1 2020-20201 Anxiety/Stress; Depression; Family Relationships
Performance Period Registrations Logins
Number Unique Young Person (YP)
Q1 2019-2020 91 394 91
Q2 2019-2020 70 723 79
Q3 2019-2020 72 427 82
Q4 20129-2020 136 871 154
2019/2020 Total 369 2415
Q1 2020-20201 73 558 98
Quarter Chat Message Articles Forums
2019- 2020 Sessions Unique YP (Per Qtr) Messages Unique YP Views Unique YP Views Unique YP
1 20 15 140 34 107 35 260 44
2 52 20 330 35 151 32 384 43
3 34 25 221 53 140 40 264 45
4 45 31 419 89 876 56 1322 57
151 1110 1274 2230
2020- 2021
1 24 15 232 57 388 33 411 41
Quarter Top 3 most prominent issues service users presented (in order 1, 2, 3)
Q1 2019-2020 Anxiety/Stress; Suicidal Thoughts; Self Worth
Q2 2019-2020 Suicidal Thoughts; Anxiety/stress; Self-harm; loneliness; Friendships
Q3 2019-2020 Anxiety/Stress; Suicidal thoughts; Friendships
Q4 20129-2020 Anxiety/Stress; Sleep difficulties; Self-harm
Q1 2020-20201 Suicidal Thoughts; Anxiety/stress; Body Image
Performance Period Registrations Logins
Number Unique Person
Q1 2019-2020 386 1345 391
Q2 2019-2020 334 1901 377
Q3 2019-2020 209 1489 263
Q4 20129-2020 198 1348 248
2019/2020 Total 1127 6083
Q1 2020-20201 171 1564 223
Quarter CHAT Message Articles Forums
2019- 2020 Sess- ions Unique Users (Per Qtr) Mess- ages Unique Users Views Unique Users Views Unique Users
1 109 50 245 52 450 152 395 131
2 236 90 530 97 460 158 661 167
3 215 70 521 71 365 123 494 119
4 129 52 297 56 414 132 462 116
689 1593 1689 2012
2020- 2021
1 165 47 530 79 387 102 717 104
Quarter Top 3 most prominent issues service users presented (in order 1, 2, 3)
Q1 2019-2020 Anxiety/Stress; Depression; Family Relationships
Q2 2019-2020 Anxiety/Stress; Depression; Self Worth
Q3 2019-2020 Anxiety/Stress; Depression; Family Relationships
Q4 20129-2020 Anxiety/Stress; Depression; Family Relationships
Q1 2020-20201 Anxiety/Stress; Depression; Family Relationships

Full Response Text

Less than 6 months 6-9 months 9-12 months 12 months + Total 285 56 62 140 543

Question 2 - What is deemed as the average current waiting time & what is classed by IOM Hospital or NHS guidelines as the appropriate waiting time for such a list?

• The average current waiting time for a colonoscopy to investigate a potential cancer is less than two weeks.
• The average current waiting time for a colonoscopy following receipt of a positive bowel screening test is one week.
• The average current waiting time for a colonoscopy that is deemed ‘routine’ following initial outpatient consultation with a Consultant General Surgeon or Consultant Gastroenterologist is seven months.
The Isle of Man Government does not currently have a waiting time standard for colonoscopy, however all patients are prioritised on the basis of clinical presentation and all urgent or cancer related are expedited in order to prevent delay in diagnosis or treatment.

The UK NHS waiting time standard for colonoscopy is 6 weeks – currently 96.1% of patients are receiving their colonoscopy within 6 weeks of referral to endoscopy.

Question 3 - Also how many of these have taken place on a monthly basis for the last 6 months, and what if any plans there are to clear any backlogs?

July 16

August 16

September 16

October 16

November 16

December 16 Colonoscopies undertaken

78

88

98

123

105

75

The Endoscopy Unit has been undertaking additional ‘Waiting List Initiatives’ over the past 12 months in order to reduce the overall endoscopy waiting list – this included:

• A visiting consultant undertook a number of weekend waiting list initiatives during early 2016 at Ramsey Cottage Hospital – during the initiative, a total of 30 patients received their procedure • A locum consultant undertook a waiting list initiative every Saturday during September and October at Ramsey Cottage Hospital – during the initiative a total of 48 patients received their procedure
• Following the move to the new Endoscopy Unit, productivity has increased by 25% (i.e. one additional colonoscopy can be performed on a list) due to the flexibility of the new unit and the faster turnaround of the decontamination process. This can be

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FOIA/DHSC/13

observed in the monthly statistics where an increase in activity was observed from September onwards which is when the unit moved.

Plans to increase capacity over the next 12 months include:

• Employment of Nurse Endoscopist to supplement existing medical endoscopy capacity
• Increase in Consultant Gastroenterologist sessions within Endoscopy Unit
• Additional list to take place in Ramsey Cottage Hospital each week from February – this will increase capacity by 5 colonoscopies per week
• Further efficiencies on existing lists to be achieved through improvements in pain management

Your right to request a review If you are unhappy with this response to your Freedom of Information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post to the FOI Co-ordinator, Department of Health & Social Care, Chief Executive’s Officer, Crookall House, Demesne Road, Douglas, Isle of Man, IM1 3QA. An electronic version and paper version of our complaint form can be found by going to our website https://www.gov.im/about-the-government/freedom-of- information/how-to-make-a-freedom-of-information-request/ Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.
If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on; 01. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act; or 02. Whether we are justified in refusing to give you the information requested.

In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision. Further information about Freedom of Information requests can be found on the Information Commissioner’s website at: https://www.inforights.im/information-centre/freedom-of- information

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FOIA/DHSC/13

Should you have any queries concerning this letter, please do not hesitate to contact us. Yours Sincerely Freedom of Information Team Department of Health and Social Care

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FOIA/DHSC/13

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FOIA/DHSC/13 Question 3 It states that officers check the financial details provided on the F1 form:

(a) What benefit or income systems are checked to ensure the applications are correct?

(b) What is the total number of F1 forms found to be fraudulent as per Question 1

(c) What is the threshold amount to receive financial assistance?

(a) Officers of the DHSC are only able to carry out limited checks in terms of the financial detail provided - they are able to check if someone is in receipt of benefit. Officers of the DHSC are in communication with the Social Security Division about whether applications in relation to the F1 scheme would sit better with the Social Security Division rather than DHSC.

(b) No F1 forms were found to be fraudulent.

(c) The threshold limits are attached at Annex 2.

Question 4 Provide copies of the financial audits for the years 2012, 2013, 2014, 2015, 2016 to confirm compliance that the F1 forms are factually correct.

Information not held, you may wish to contact the following Government Department:

Treasury Audit Advisory Division 1st Floor Government Office Bucks Road, Douglas Isle of Man, IM1 3PU
Telephone: +44 1624 686552

However as previously explained the Department is in communication with the Social Security Division to see if processing of F1 applications sits better with that Division.

Question 5 Why does the F1 form state DHSS?

The F1 form held within Family Practitioner Services Section says DHSC rather than DHSS. It is possible that some old forms are held elsewhere and the Division will make reasonable attempts to ensure that anyone holding these forms is provided the most up to date version.

Your right to request a review
If you are unhappy with this response to your Freedom of Information request, you may ask us to carry out an internal review of the response, by completing a complaint form and

Page 3 of 3
FOIA/DHSC/13 submitting it electronically or by delivery/post to the FOI Co-ordinator, Department of Health & Social Care, Chief Executive’s Officer, Crookall House, Demesne Road, Douglas, Isle of Man, IM1 3QA.
An electronic version and paper version of our complaint form can be found by going to our website https://www.gov.im/about-the-government/freedom-of-information/how-to-make-a- freedom-of-information-request/ Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.
If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on;
01. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act; or
02. Whether we are justified in refusing to give you the information requested.
In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision.
Further information about Freedom of Information requests can be found on the Information Commissioner’s website at: https://www.inforights.im/information-centre/freedom-of- information. Should you have any queries concerning this letter, please do not hesitate to contact us. Yours Sincerely

Freedom of Information Team Department of Health and Social Care

Department of Health & Social Care - Family Practitioner Services - Form F1

Number of F1's received in relation to Dental treatment Number of dental F1s approved Number of dental F1s refused Number of optical F1s received Number of optical F1s approved Number of optical F1s refused Number of claims that were for both dental and opthalmic Number for both applications that were approved Number for both applications that were refused 2012-13 69 51 18 89 67 22 34 25 9 2013-14 117 91 26 119 78 41 39 26 13 2014-15 119 86 33 221 111 110 52 30 22 2015-16 150 117 33 241 129 112 53 34 19 2016-17 to date 155 136 19 159 67 92 40 26 14 F1 – Thresholds to receive financial assistance

Householder

Age

Allowance

A single claimant householder (homeowner)

Age under 60

£105.28

Age over 60

£140.85

Single claimant if not a householder (tenant)

Age under 18

£82.92

Age 18 – 60

£98.76

Age over 60

£120.81

Either a claimant or a partner is:

Age under 60

£165.04

Age over 60

£202.93

Age over 65

£209.27

Threshold per child

Age under 5

£26.08

Age 5 -11

£32.14

Age over 11

£38.20

Capital disregard

Total Above:

13,000.00

“Question 7 - A list of the contractual obligations the supplier/contractor has to fulfil, including a copy of the repairs schedule, and the designated timescale for repair to be completed”

“Question 8 - A copy of the complaints policy identifying how a service user can formally complain about a failure in service in relation to the repair of a wheelchair”

“Question 9 - The contact details of the appropriate person a wheelchair user can contact in relation to the above”

“Question 10 - A copy of the monitoring arrangements in relation to no.7 which are in place to ensure the contractor/ supplier identified in no.6 above is performing” Response to your request We are pleased to be able to provide a response to your request with answers to your questions. Please find enclosed the following Policy: Primary Care Directorate, Community Health Services, Eligibility Criteria and Provision of Wheelchairs and Specialist Seating Version 2.2 June 2016

For ease, I have extrapolated the relevant information or provided reference contained within the attached policy to answer your questions. Question 1 - I would like to have a copy of:-

• the policy for Wheelchair provision – see enclosed

• the policy, procedure and process for repairing prescribed wheelchairs. –

The relevant section of the Wheelchair policy is:

“8. Service and Repair

8.1
The service and repair of each chair is carried out by the DOI, Health at Noble’s Hospital. This service is accessed via the Wheelchair Service telephone number and by the user giving the correct asset number to the administrator. Dependent upon the category of user, the service and repair is prioritised in accordance with the Healthcare Standards for Wheelchairs 2015 (Appendix 6)”

• the policy, procedure and process for the issue of a replacement/courtesy wheelchair while any repairs are carried out when the individual user is reliant on their wheelchair

Within the enclosed policy please refer to “Section 3. Who is entitled to a wheelchair?”

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Question 2 - Please provide a copy of the indemnity policy which waives liability against the DHSC when they leave an individual with an old de-commissioned wheelchair or no wheelchair

The usual process is to remove the unserviceable wheelchair from the user, however if the user has a desire to retain their ‘old’ wheelchair they are required to sign a waiver of liability instructing said user that the wheelchair is decommissioned from service.

Question 3 - The length of time that is considered acceptable for wheelchair repairs to be completed

The relevant section of the Wheelchair policy is:

“Appendix 6 – Response Times (to patient)”

Non-emergency repairs will be completed in:

3 working days

Cat 3 user or if chair is operable and safe without urgent repair

3 working days

Emergency Repairs/Responses will be within:

24 hours

Cat 1, Cat 2 and Cat 4 users where the chair is unsuitable for use without repair

24 hours

Question 4 - The eligibility criteria and process for patients who must be issued with a suitable temporary wheelchair whilst their wheelchair is being repaired

This is completed upon initial assessment dependent upon the needs of the patient.

Question 5 - If a temporary wheelchair is issued please provide a copy of your assessment process which is used to define the type of wheelchair that can be issued to the individual on a temporary basis and what steps are taken to ensure that this wheelchair does not have a detrimental impact on their health and well being

This is completed upon initial assessment dependent upon the needs of the patient. Question 6 -Does the DHSC use any third party contractors to repair wheelchairs? If so which?

The relevant section of the Wheelchair policy is:

“8. Service and Repair 8.1
The service and repair of each chair is carried out by the DOI, Health at Noble’s Hospital. This service is accessed via the Wheelchair Service telephone

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number and by the user giving the correct asset number to the administrator. Dependent upon the category of user, the service and repair is prioritised in accordance with the Healthcare Standards for Wheelchairs 2015 (Appendix 6)”

Question 7 - A list of the contractual obligations the supplier/contractor has to fulfil, including a copy of the repairs schedule, and the designated timescale for repair to be completed

Within the enclosed policy please refer to “Appendix 6 – Response Times (to patient)”

Question 8 - A copy of the complaints policy identifying how a service user can formally complain about a failure in service in relation to the repair of a wheelchair

The following link provided below explains the Departments complaints procedure.

https://www.gov.im/about-the-government/departments/health-and-social-care/complaints- and-compliments/

All compliments/complaints are directed to the address below:

Department of Health and Social Care Crookall House Demesne Road Douglas Isle of Man IM1 3QA

Telephone: +44 1624 685987 Email: Send Email

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