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Complaints

The Health and Social Care Board (HSCB) commissions services from a range of health and social care organisations such as the Health and Social Care (HSC) Trusts.

Our aim, is to improve the health and well-being of people in Northern Ireland. In most instances we succeed, but sometimes things can go wrong.

Find out how to make a complaint against the Health and Social Care service on nidirect


Complaints about the Health and Social Care Board

If you have a complaint concerning a Family Practitioner Service or about the work of the Board (for example, if you have been personally affected by a commissioning decision of the Board concerning the funding of a particular service or by the lack of a particular service), please contact the HSCB’s Complaint’s Officers for advice and assistance.

For further information view the ‘How to make a complaint’ leaflet.

NameSizeHits
Annual Complaints Report 2009-201092.0 KiB176
Annual Complaints Report 2010-201165.2 KiB195
Annual Complaints Report 2011-201279.4 KiB308
Annual Complaints Report 2012-2013220.9 KiB300
Annual Complaints Report 2013-2014275.1 KiB171
Annual Complaints Report 2014-2015273.7 KiB446
Annual Complaints Report 2015-2016305.0 KiB248

Review of complaints in Health and Social Care

In June 2010, the Department of Health, Social Services and Public Safety (DHSSPS) asked the Health and Social Care Board (HSCB) to evaluate the Complaints Guidance.

The HSCB was asked to establish if the new complaints handling arrangements had been fully implemented and to identify any strengths and weaknesses within the new arrangements.

The HSCB review acknowledged that significant progress has been made to implement the principles within the guidance, and it outlined 14 recommendations to further enhance its effectiveness.

An action plan has been developed outlining how each of these recommendations will be taken forward.

Publications

NameSizeHits
Complaints in theHSC Evaluation Report Action Plan349.8 KiB228
Family Practitioner Services - Complaints Information Leaflet201.5 KiB382
Family Practitioner Services Complaints Information Leaflet206.9 KiB76
How to make a complaint199.7 KiB282
Policy for HSCB Staff on the management of complaints325.7 KiB725

 


Further Information

Complaints in Health and Social Care: Standards and Guidelines for Resolution and Learning is available to view or download from the Department’s website www.dhsspsni.gov.uk/hsc-complaints-standards-guidelines-resolution-learning.pdf 

If you require any of the Complaints Documentation in an alternative format (including: Braille, Audio Formats, Large Print, or minority languages to meet the needs of those for whom English is not their first language) please contact the Complaints Department, Telephone: (028) 9536 3893, email: complaints@hscb.hscni.net