Complaints procedure

We take all complaints very seriously and treat them confidentially. We want to know if people are dissatisfied with our services, as it provides us with feedback about the quality of the services being provided and how these might be improved. Please do not be worried about complaining, it will not affect how we deal with you or the services you are receiving. We want to know about your concerns so that we can, where possible, make improvements or help resolve a problem for you. We also want to make sure lessons are learned, to minimise the chance of mistakes recurring.

In order to consider and fully answer your complaint it may be necessary for those reviewing your complaint to examine information held about you within the Trust such as health or social services notes and records. Only information relevant to the review of your complaint will be examined.

If you do not agree to your notes and records being examined then you must contact Complaints/Service User Experience staff immediately. You should be aware that without your agreement it might not be possible to fully answer your complaint.

Your Questions Answered

How will my complaint be reviewed?

Your complaint will be considered as quickly as possible. We will speak to staff involved in your care, your records may be examined and on occasions you may be contacted by Trust staff as part of the review process. Our Chief Executive or the appropriate Director will endeavour to send you a written response within 20 working days of your complaint being received. Where appropriate, we may also telephone you or a meeting may be offered.

If for any reason we are unable to complete our review within 20 working days we will write to you and offer an explanation for the delay.

What if I am not satisfied with the written response?

You may request further review and / or discussion in order to address any outstanding issues or concerns. You may do this by writing or emailing the Complaints/Service User Feedback Department. (details outlined at end of leaflet)

Again, you will receive a written response from the Chief Executive or the appropriate Director regarding your outstanding issues or concerns and a meeting may be offered.

A guide for complainants

The Northern Ireland Public Services Ombudsman

If you are not satisfied with how your complaint was handled by the Trust you can contact the Northern Ireland Public Services Ombudsman (the Ombudsman). The Ombudsman is completely independent of the Health and Personal Social Services. The service is free and all complaints are treated in the strictest confidence.

Northern Ireland Public Services Ombudsman

Patient and Client Council

Free independent help, advice and support with a complaint can be obtained by contacting the Patient and Client Council.  Your complaint will be dealt with confidentially.

Patient and Client Council

If you need additional information about the Complaints Procedure or if you have a query about your complaint you can contact Complaints/Service User Experience staff based at Bush House.

Annual Complaints Reports


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