Raising a concern or making a complaint about health services
If you are unhappy with the treatment you receive from the health and social care service in Northern Ireland, the quality of care provided by a nursing home or treatment you have paid for at a private clinic, you have the right to raise a concern or raise a complaint.
Different ways you can raise a concern or complaint
There are many ways to raise your concern or complaint.
- face to face
- via telephone
- in a letter
- via email
You should try to provide details of:
- how to contact you
- who or what you are complaining about
- where and when the event that caused your complaint happened
- if possible, what you would like to be done to address your complaint
You should try to complain as soon as possible, usually within six months of you becoming aware that you have a cause for complaint and normally no longer than 12 months after the event.
But you don’t have to wait – if you are unhappy with something, you can speak to any of the staff who are dealing with your treatment or care and they will try to resolve your concerns straight away.
You can also raise a concern or complain on someone else’s behalf, although you will generally need their consent.
Services you can complain about
You can raise a concern or make a complaint about any of the following health services:
- Health and Social Care Services
- Family Practitioner Services
- Regulated Establishments and Agencies
- Independent Sector Providers
- Self-Funded Care or Treatment
For more information on each of these service areas see below.
Health and Social Care Services
If you have a concern or complaint about a health and social care service, such as those services provided in a hospital or social care services provided in the community, you can raise your concern or complaint with the Complaints Manager at your local health and social care Trust.
Family Practitioner Services
If you have a concern or complaint about services provided by Family Practitioner Services such as family doctors, dentists, pharmacist or optician, you should in the first instance make your complaint to the practice or practitioner for local resolution.
You can also contact the Health and Social Care (HSC) Board’s complaints manager who will help you with your complaint.
Regulated Establishments and Agencies
If you have a concern or complaint about services provided by a regulated establishment or agency such as residential home, nursing home or domiciliary care agency, you should in the first instance raise your concerns or make your complaint to the service provider for local resolution where possible.
This may be with the manager of the home or the registered person for the establishment. You can contact the HSC Trust who have commissioned the care either on your behalf or your family member’s behalf.
If you need to contact the Trust, contact the Trust’s Complaints Manager.
Independent Sector Providers
If you have a concern or complaint about services provided by an Independent Sector Provider such as a private clinic, you should in the first instance raise your concerns or make your complaint to the service provider for local resolution where possible.
This could be either through their complaints department, local management or registered person for the establishment. If the treatment you received was commissioned by a HSC Trust, you can also contact the HSC Trust who will investigate your concern or complaint as part of their Trust complaints process.
Self-Funded Care or Treatment
If you have self-funded your care or treatment or those of a family member such as residential or nursing home care or private treatment with an Independent Sector Provider, you should in the first instance raise your concerns or make your complaint to the service provider for local resolution where possible.
The Regulation and Quality Improvement Authority (RQIA)
While the RQIA does not have the legal powers to investigate individual complaints about health and social care services, Regulated Establishments and Agencies, Independent Sector providers or about self-funded care, if a concern is raised with RQIA about these services, they will use this information to inform their inspection or review work.
Help with making a complaint
HSC Trust staff or the Patient Client Council can provide you with and information on how to raise a concern or make a complaint about health and social care services provided by the Trust or commissioned by the Trust from regulated establishments and agencies or independent healthcare providers.
The Health and Social Care (HSC) Board’s complaints manager can provide you with help about Family Practitioner Services.
Patient and Client Council support service
The Patient and Client Council (PCC) offer a freephone support service in order to support the public with questions, concerns or complaints they may have within their health and social care.
They are also able to assist the public with navigating their care should it be affected by the new pressures being faced by the Health Service caused by the coronavirus (COVID-19) outbreak.
Answering your concern or complaint
Your complaint will be acknowledged within two or three working days of receipt. You should receive a full response within 10 days if your complaint was about a family doctor, dentist, pharmacist or optician and made directly.
If the complaint has been made with the help of the HSC Board’s complaints manager a response takes 20 days. If your complaint was about a hospital or social care service, you should receive a full response within 20 working days.
Some complaints take longer to resolve than others. You should be told if this is the case and be given an explanation.
If you are not satisfied with the response you receive
If you are not happy with the final decision of the provider organisation, you can refer your complaint to the Northern Ireland Public Services Ombudsman (NIPSO) . NIPSO will look at your complaint and decide whether they should investigate it.
Belfast HSC TrustComplaints Office
McKinney House (7th Floor)
Musgrave Park Hospital
Northern HSC Trust
Complaints and Service User Feedback Department, Bush House, Bush Road, Antrim, BT41 2QB
Telephone: 028 9442 4655
South Eastern HSC TrustComplaints Department
Ards Community Hospital
Complaints Department, Trust Headquarters, MDEC Building, Altnagelvin Area Hospital, Glenshane Road, Londonderry, BT47 6SB.
Southern TrustService User Feedback Team Southern Health and Social Care Trust
Craigavon Area Hospital site
68 Lurgan Road
NI Ambulance Service HSC TrustAdministrative and Complaints Manager
Headquarters, Site 30, Knockbracken Healthcare Park
Health and Social Care BoardComplaints Office
12-22 Linenhall Street
HSC Board Headquarters
Patient and Client Council
The Patient and Client Council, 9th Floor, BT Riverside Tower, 5 Lanyon Place, Belfast BT1 3BT.
Regulation and Quality Improvement Authority9th Floor, Riverside Tower
5 Lanyon Place
Northern Ireland Public Services Ombudsman (NIPSO)Progressive House
33 Wellington Place
Business Services OrganisationComplaints Office
6th Floor, 2 Franklin Street
Northern Ireland Blood Transfusion ServiceComplaints Co-ordinator
Telephone: 028 9032 1414
Website: NI Blood Transfusion Service
Public Health AgencyComplaints Office
Level 4, 12-22 Linenhall Street