Patients seeking surgery and treatment options for a wide variety of non-covid related health problems were de-prioritised nationwide as the NHS focused primarily on tackling the virus.
In recent months, this has led to an increase in complaints from patients who are waiting for either diagnosis or treatment.
Around 400 complaints have been made so far this year, pushing the median level up from an average of 29 to 38 per month.
A patient feedback report produced for the bi-monthly health board meeting last week confirmed that the number one issue was delay in diagnosis/clinical treatment.
Speaking at the health board meeting, Joan Pollard, director of allied health professions, said: “The biggest change is about delays in diagnosis and treatment, which we would expect given the backlog related to covid.
“We’re continuing to work with our significant backlog, and that means our median for our compliance with average response time for closing (complaints) remain significantly above the standard.
“I anticipate it remaining that way until we get the backlog addressed.”
Staff attitude and behaviour was the second most common reason for public complaints, while poor communication with patients and carers was third.
The patient feedback report also confirmed that overstretched NHS staff are struggling to address all complaints and have the cases closed satisfactorily.
It states: “The pace of new complaints coming in is not consistently being matched by the pace of complaints being closed and therefore the number of live complaints is high. This is paired with a significant backlog.
“Patient services and the acute and diagnostics patient experience team are working closely together to address the backlog.
“Patient services have successfully recruited an additional patient feedback and whistleblowing officer which has increased capacity within the team, however the situation remains extremely challenging.”
An increase in complaints and concerns around quality and patient care was also acknowledged in the report, however health chiefs insist this is not exclusive to Dumfries and Galloway.
The report states: “In keeping with the experience of other boards, there is an increase in general dissatisfaction as well as concerns about delays.
“This is as a result of the extensive pressures on the system and is not unexpected.”
