Complaints and Locum costs

Summary

Manx Care provided a detailed breakdown of patient complaints and orthopaedic locum costs over the last three years, but declined to investigate a generic query regarding MRI referral delays due to insufficient specific details.

Key Facts

• Complaint data was provided for financial years 2022/2023, 2023/2024, 2024/2025, and partial data for 2025/2026.
• Total orthopaedic locum costs over three years were split between Bank staff and Agency staff.
• The authority could not investigate the MRI referral delay claim because it lacked specific patient details or dates.
• The request was received on 18 August 2025 and closed on 5 September 2025.
• No information was withheld under FOI exemptions; the refusal to investigate was based on the generic nature of the query.

Data Disclosed

• 209 complaints (April-August 2025/2026)
• 564 complaints (2024/2025)
• 429 complaints (2023/2024)
• 454 complaints (2022/2023)
• £1,478,968.95 total Bank locum costs
• £538,786.50 total Agency locum costs
• £495,200.71 Bank cost (2022/2023)
• £306,912.76 Agency cost (2022/2023)
• £604,105.99 Bank cost (2023/2024)
• £231,873.74 Agency cost (2023/2024)
• £379,662.25 Bank cost (2024/2025)
• £0.00 Agency cost (2024/2025)

Original Request

Good Afternoon Could you please provide a full breakdown of how many complaints have been received by ManxCare by patients over the last three year period. Also can you advise the cost for locums in the orthopaedic department over the last 3 years . In addition to this please advise why it is taking over two weeks for an mri referral by orthopaedics to be passed on to the radiology department.

Data Tables (3)

Full Response Text

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

Our ref: 4881135 5 September 2025

Dear ###

We write further to your request, received 18 August 2025, which states:

"Good Afternoon

Could you please provide a full breakdown of how many complaints have been received by ManxCare by patients over the last three year period.

Also can you advise the cost for locums in the orthopaedic department over the last 3 years.

In addition to this please advise why it is taking over two weeks for an MRI referral by orthopaedics to be passed on to the radiology department."

Response

Could you please provide a full breakdown of how many complaints have been received by ManxCare by patients over the last three year period.

Financial Year Month Number Of Complaints 2025/2026

209

April 43

May 39

June 38

July 60

August 29 2024/2025

564

January 46

February 48

March 38

April 53

May 42

June 41

July 68

August 42

September 47

October 47

November 43

December 49 2023/2024

429

January 33

February 54

March 40

April 29

May 37

June 39

July 31

August 38

September 32

October 38

November 29

December 29 2022/2023

454

January 26

February 36

March 52

April 33

May 45

June 35

July 48

August 29

September 35

October 49

November 39

December 27

Also can you advise the cost for locums in the orthopaedic department over the last 3 years.

Bank
Agency 1st April 2022 to 31st March 2023 495,200.71 306,912.76 1st April 2023 to 31st March 2024 604,105.99 231,873.74 1st April 2024 to 31st March 2025 379,662.25 0.00 Totals 1,478,968.95 538,786.50

In addition to this please advise why it is taking over two weeks for an MRI referral by orthopaedics to be passed on to the radiology department."

Given the volume of MRI referral activity that is undertaken by the Orthopaedic service without specific patient details and time that this alleged delay took place, it is not possible to investigate this generic statement and any reasons for delay.

Please quote the reference number 4881135 in any future communications.

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I will now close your request as of this date.