The Ministry for Health and Care reminds the public that, as announced in December 2023, the GHA Complaints Office has been relocated to the Ministry for Health and Care.

This structural change was driven by the Minister for Health and Care, the Hon Gemma Arias-Vasquez, who was keen to establish a more robust and transparent process for the handling of formal complaints relating to the GHA.

By situating the Complaints Office at the Ministry for Health and Care, the Ministry is now better positioned to oversee issues arising within the GHA system and to ensure that they are investigated thoroughly and fairly.

Members of the public are therefore encouraged to submit all official complaints via email to complaints@gha.gi or by post to:

GHA Complaints Department

Ministry for Health, Care and Business

Suite 971 Europort

Gibraltar

GX11 1AA

While social media remains a valuable space for public discussion, it is not an official complaints mechanism. Formal submissions allow the Ministry to log, investigate and follow up on concerns appropriately. It is only through this process that meaningful change can be implemented.

The GHA’s Patient Advice and Liaison Service (PALS) continues to operate from within the GHA and remains available to assist with informal queries and provide general support to patients and their families.

The Minister for Health and Care, the Hon Gemma Arias-Vasquez, said: “I was keen from the very beginning to reform the GHA’s complaints process. Moving the Complaints Office to my Ministry was important in achieving this. It is crucial that we hear directly from patients so that we can understand what is not working and take the necessary steps to fix it. I would encourage anyone with a formal complaint to get in touch with the GHA Complaints Department at my Ministry.”