Cancelled clinics

Summary

The requester asked for a breakdown of cancelled clinics, reasons for cancellations, average waiting lists, and average delays from September 2024. Manx Care provided reports on cancellations by reason and average waiting times but refused to provide data on average delays due to system limitations.

Key Facts

• Manx Care's Patient Administration System (PAS) cannot separate cancellations made well in advance from those due to unforeseen circumstances.
• The authority could not report on the average delay to an appointment following a cancellation due to PAS limitations.
• Patients with cancelled appointments are prioritised for the next available appointment, though waits can be longer than desired.
• Manx Care is working to implement improvements in its booking processes to address these issues.
• The request was partially refused under section 11(3)a of the Freedom of Information Act 2015 as a practical refusal reason.

Data Disclosed

• September 1 2024
• 29 October 2024
• 13 November 2024
• 2024-11-18
• 4227145

Exemptions Cited

• Section 11(3)a of the Freedom of Information Act 2015 (practical refusal reason: information not held or cannot be found after reasonable steps)

Original Request

I seek the public of a breakdown of the total number of appointments cancelled or moved, broken down by clinic, from September 1 2024 onwards and the reasons behind the cancellations beyond the letter issued to patients which said "unforeseen circumstances". I further seek the average waiting list for each clinic and the average delay to each appointment in each clinical area.

Data Tables (1)

Full Response Text

Manx Care Noble’s Hospital, Strang Braddan, Isle of Man IM4 4R (01624) 650 000

Our ref: 4227145 13 November 2024

Dear ###

We write further to your request, received 29 October 2024, which states:

"I seek the public of a breakdown of the total number of appointments cancelled or moved, broken down by clinic, from September 1 2024 onwards and the reasons behind the cancellations beyond the letter issued to patients which said "unforeseen circumstances. I further seek the average waiting list for each clinic and the average delay to each appointment in each clinical area."

Our response to your request is as follows:

1. Breakdown of the total number of Appointments cancelled or moved broken down by clinic from September 1 2024;

The configuration of Manx Care Patient administration system (PAS) does not allow for the separation of cancelations that were made well before a planned clinic and those made in relation to unforeseen circumstances. Furthermore the report does not indicate what clinic capacity was reutilised and what was ultimately not delivered. However please find attached a copy of the Clinic Cancellations By Reason Report.

1. I further seek the average waiting list for each clinic;

Average waiting times for 1st outpatient appointment have been shared, please see attached.

1. While our aim is to provide information whenever possible, in this instance Manx Care is unable to provide the information you have requested. This is in line with section 11(3)a of the Act, as a practical refusal reason applies; namely we do not hold or cannot, after taking reasonable steps to do so, find the information that you have requested. However in order to provide advice and assistance, it may be useful to know:

Due to limitation within our PAS we are unable report on the average delay to an appointment following a cancellation. Patients that are cancelled are prioritised for next available appointments though due to the booking processes and systems in place waits can be longer then desired. Manx Care is working to implement improvements in its booking processes to make it easier to address this and improve patient experience.

I have enclosed copies of the information that is held.

Please quote the reference number 4227145 in any future communications.

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.

An electronic version of our complaint form can be found by going to our website at https://services.gov.im/freedom-of-information/Review . If you would like a paper version of our complaint form to be sent to you by post, please contact me and I will be happy to arrange for this. 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; 1. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act 2015; or 2. 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. More detailed information on your right to a review can be found on the Information Commissioner’s website at www.inforights.im. Should you have any queries concerning this letter, please do not hesitate to contact me. Further information about freedom of information requests can be found at www.gov.im/foi.

I will now close your request as of this date.