Health service launches listening exercises to improve complaints process
- Health & Social Care is launching two listening exercises from 18th May to gather feedback on the complaints process from service users and health professionals
- Service users can participate through group discussions, written submissions or anonymous feedback via CareWatch and Citizens Advice Guernsey until the end of June
- Health professionals can contribute through in-person group sessions on 20th May, 26th May and 4th June, one-to-one conversations, or written submissions
- The exercises are part of work by the independent Complaints and Learning Working Group to enhance transparency and fairness in the complaints process
- A final report with recommendations will be submitted to the Committee for Health & Social Care in the fourth quarter of 2026
Service users and health professionals are being invited to share their experiences of the Health & Social Care complaints process as part of two major listening exercises beginning on 18th May 2026.
The Complaints and Learning Working Group (CLWG) in Health & Social Care (HSC) is leading the initiative, which aims to enhance transparency and fairness in how complaints are handled and to ensure organisational learning and improvement where required.
The CLWG will engage with service users and former and current HSC and Medical Specialist Group (MSG) staff to gather evidence of how complaints are experienced and managed through four workstreams.
These are: a listening exercise with HSC service users, a listening exercise with former and current HSC and MSG health and social care professionals, an end-to-end review of the current joint HSC and MSG complaints process, and internal research and review into policy and models.
Service users can participate in the first listening exercise through multiple channels.
CareWatch will organise and host small group discussions, structured written submissions and facilitate anonymous feedback. Those interested in group discussions can register by emailing [email protected], with CareWatch contacting registered individuals to arrange participation. Written feedback can be provided by emailing the same address, whilst anonymous feedback can be submitted through a dedicated form at carewatch.gg.
Citizens Advice Guernsey will hold private one-to-one sessions, either by phone or in person, for individuals to provide feedback. Appointments can be booked by calling 01481 242266 or emailing [email protected].
This listening exercise will run from 18th May to the end of June, with findings reported to the CLWG in July.
The second listening exercise will focus on former and current HSC and MSG health and social care professionals to understand the challenges, barriers and opportunities relating to complaints, feedback and learning. This will be facilitated by Mr Simon West, a consultant orthopaedic surgeon and current medical director and responsible officer for Health & Care Jersey.
Participation in the professional listening exercise is voluntary, with several options available. In-person group discussions will be held in Guernsey on 20th May, 26th May and 4th June 2026, with morning and afternoon sessions lasting two hours and accommodating up to 10 participants per session. Exact timings and venue will be confirmed closer to the date.
Professionals can also arrange one-to-one confidential conversations between the group sessions, submit written feedback directly to Mr West by emailing [email protected], or provide anonymous feedback by writing to Simon West, Medical Director, Jersey General Hospital, The Parade, St Helier, Jersey, JE1 3QS.
The CLWG brings together a diverse range of professional, clinical, complaints and lived experience expertise. It operates independently of the Committee and is not a stakeholder group. Its role is to provide impartial scrutiny and independent thought to the issues under consideration.
A final report with recommendations will be submitted to Health & Social Care in the fourth quarter of 2026.
More information, including the scopes of the listening exercises, is available at gov.gg/CLWG. Further updates will be provided as the work progresses.
Q&A
Q: How can service users participate in the listening exercise?
A: Service users can participate through group discussions organised by CareWatch (register at [email protected]), submit written feedback to the same email, provide anonymous feedback via carewatch.gg, or book private one-to-one sessions with Citizens Advice Guernsey by calling 01481 242266.
Q: When will the listening exercises take place?
A: The service user listening exercise runs from 18th May to the end of June 2026. The professional listening exercise includes in-person group sessions on 20th May, 26th May and 4th June 2026, with written and one-to-one submissions accepted throughout the period.
Q: What is the purpose of the Complaints and Learning Working Group?
A: The CLWG aims to enhance transparency and fairness in the Health & Social Care complaints process and ensure organisational learning and improvement. It operates independently of the Committee for Health & Social Care and brings together professional, clinical, complaints and lived experience expertise.
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