Service user feedback

The Trust encourages complaints, enquiries, comments/suggestions and compliments and views them as a positive opportunity for learning and improving services.

Your feedback is important to us and will be taken seriously. Feedback from our patients, clients, carers and members of the public/visitors using our services or facilities helps us to identify areas where high quality care is being provided, and where this is not the case we will make changes to improve service quality and safety.

You can provide feedback directly to the service involved either verbally or in writing or if you would prefer to send your feedback directly to the Chief Executive you can write, email, fill out our
online feedback form, telephone or call in person to the:

Complaints/Service User Experience Office               
Northern Health and Social Care Trust
Trust Headquarters
Bretten Hall  
Antrim Area Hospital site
Bush Road
Antrim
BT41 2RL
028 9442 4655
Email: user.feedback@northerntrust.hscni.net 
 

Feed
back can be provided by a service user, a former service user or a member of the public/visitor using HPSS services and facilities. Feedback may be provided by a representative acting on someone’s behalf where that person has died, is a child, is unable to provide feedback him/herself or has requested the representative to act on his/her behalf. In such cases consent will be sought by Trust staff, where necessary.  Anonymous feedback will be investigated in the same manner as feedback received from identified persons providing that sufficient information is supplied.

Your feedback should be provided within six months of the event if at all possible and not exceed 12 months. If we need to investigate an issue it is generally easier to do this as soon as possible after the event.

The Trust has a policy and procedure for responding to complaints, enquiries, comments/suggestions and compliments made by service users.

Page last updated:14 March 2017