Prescribing list complaints from 2015

​​​​​​​​Request ​830977855

Please could you provide the following:

1. The number of complaints or enquiries the department has received regarding issues with

what is on the prescribing list in the following years: 2015, 2016, 2017, 2018, 2019, 2020,

2021, 2022, 2023, 2024, 2025, 2026 (so far)

2. The number of complaints or enquiries the department has received regarding ADHD

medication not being on the prescribing list in the same years.

3. A list of the medications that have been requested to be added to the prescribing list in

these complaints/enquiries

Response

1. All feedback (comments, complaints, compliments and suggestions) submitted about government departments, including Employment, Social Security and Housing (ESSH), has been managed via the Customer Feedback Management System since 2019. Prior to that date, the data was managed by each department individually.

The Customer Feedback Management System does not include a distinct classification for “enquiries”. Enquiries may be recorded within broader feedback types, such as comments or suggestions.

Complaints are recorded under standard categories and are published on the webpage: ​Customer Feedback Statistics.​

Complaints relating to prescribing list content are not recorded as a specific category.

In line with records management and retention schedules​, feedback data held within the Customer Feedback Management system is retained for up to 12 months following resolution. After this, the data is anonymised, leaving only aggregated volumetric information.

While it may be possible to identify relevant complaints through a manual review of individual records, this would require reviewing a large volume of data within the retention period to assess content of free-text submission.

The work required to identify and extract this information would exceed the maximum cost limit set by the Law.

Information not provided – Article 16 applies.

2. To identify complaints relating to ADHD medication, all relevant records within the Customer Feedback Management would need to be manually reviewed.

This would be limited to those complaints that remain within the 12-month retention period following resolution.

The work required to identify and extract this information would exceed the maximum cost limit set by the Law.

Information not provided – Article 16 applies.

3. A list of medications requested to be added to the prescribing list as a result of complaints or enquiries could only be created if the relevant complaints or enquiries could be identified. As this is not possible for the reasons set out above, Article 16 of the Freedom of Information (Jersey) Law 2011 also applies to question 3.

Article applied:

Access to information held by a scheduled public Authority

16 A scheduled public authority may refuse to supply information if cost excessive

(1) A scheduled public authority that has been requested to supply information may refuse to supply the information if it estimates that the cost of doing so would exceed an amount determined in the manner prescribed by Regulations.[4]

(2) Despite paragraph (1), a scheduled public authority may still supply the information requested on payment to it of a fee determined by the authority in the manner prescribed by Regulations for the purposes of this Article.

(3) Regulations may provide that, in such circumstances as the Regulations prescribe, if two or more requests for information are made to a scheduled public authority –

(a) by one person; or

(b) by different persons who appear to the scheduled public authority to be acting in concert or in pursuance of a campaign, the estimated cost of complying with any of the requests is to be taken to be the estimated total cost of complying with all of them.​