Our Commitment to you

We aim to give a high quality service to all our patients and clients, their relatives, carers and visitors. In most cases we succeed, but sometimes things do go wrong. If you are in any way unhappy with the service you have received from us we would like to hear from you immediately. The following information will tell you how to complain.

Who can complain

The patient, anyone who has used our services and their relatives or friends. If you are unable to complain yourself you can ask a relative or friend to do it for you.

How do I complain

You should complain to someone who is close to the cause of your complaint such as your doctor, nurse or social worker. If you are still not satisfied, or you would like to speak to someone who is not involved in your care, contact the Patient Liaison and Complaints Manager.

Who to Contact

Mrs Nicky Vincent
Patient Liaison & Complaints Manager
Administration Floor
Belfast City Hospital Trust
Lisburn Road
Belfast BT9 7AB

Phone:	(028) 9026 3589
Fax:	(028) 9032 6614
Email:	nicky.vincent@bch.n-i.nhs.uk

Miss Fiona Watters
Quality Improvement Manager
Administration Floor
Belfast City Hospital Trust
Lisburn Road
Belfast BT9 7AB

Phone:	(028) 9026 3589
Fax:	(028) 9032 6614
Email:	Fiona.Watters@bch.n-i.nhs.uk

What happens then

Your complaint will be:

If there is any delay in replying we will keep you up to date with what is happening. At any stage a meeting can be arranged to discuss your complaint. You may bring a relative friend or someone from the Health & Social Services Council with you.

Eastern Health & Social Services Council
19 Bedford Street
Belfast BT2 7EJ
Phone: (028) 9032 1230

If you are still not satisfied

We are committed to doing our best to sort out your complaint. If however, you are still not satisfied with our reply, you have the right to contact your local Health & Social Services Board to ask for an Independent Review. The Board’s Complaints Officer will explain this procedure to you. You also have the right to refer your complaint to the Commissioners for Complaints (the Ombudsman). However, he will not usually get involved until the other stages of the complaints procedure have been completed.

Time limits for making a complaint

It is important to make your complaint as soon as possible. The time limits are:

We hope that your hospital visit will be a pleasant one and our staff will do all they can to make sure that this is the case. You are entitled to expect that our staff will treat you and your visitors with respect and courtesy at all times. Equally, our staff are entitled to carry out their duties without fear of verbal, physical or racial harassment or abuse. We will take steps to deal with incidents of unacceptable behaviour.