Complaint procedure

How to make a complaint                Complaints Department

                    McKinney House 
                    6th Floor , 
                    Musgrave Park Hospital, 
                    BT9 7JB 
                    Tel: 028 9063 0023 
                    Email: complaints@belfasttrust.hscni.net  

Our Complaints Manager can provide you with more information on how to make a complaint. Alternatively, the Patient and Client Council can provide free and confidential advice, information and help to make a complaint. This might include help with writing letters,making telephone calls, and supporting you at any meetings you might need to attend.

You can get more information on the services provided by the Patient and Client Council at http://www.patientclientcouncil.hscni.net or by phoning freephone 0800 917 0222.

Specialist advocacy services may also be available to help you through the process ofcomplaining. Our Complaints Manager or the Patient and Client Council will be ableto provide you with further details of this support.

What Will Happen Next?

Your complaint will be acknowledged within 2 working days of receipt. We will aim to respond to your complaint in full within 20 working days. Some complaints take longer to resolve than others. We will tell you if it becomes clear that we can’t respond within these timescales, and we will explain why.

What To Do If You’re Still Not Happy?

If you are not happy with our response to your complaint, you can contact us again and we will do our best to resolve your concerns.

If you remain unhappy, you can refer your complaint to the Northern Ireland Commissioner for Complaints (the Ombudsman). The Ombudsman will consider your complaint to determine whether it warrants investigation by him.

Further information on the services provided by the Ombudsman is available by contacting:

The Ombudsman
Freepost BEL 1478
Belfast
BT1 6BRFreephone: 0800 34 34 24

Email: mailto:ombudsman@ni-ombudsman.org.uk  
www.ni-ombudsman.org.uk

Complaints About Regulated Establishments, Eg. Nursing Or Residential Homes.
If your complaint relates to a placement we have made in an establishment such as a nursing or residential home, you can complain to the provider of care or, if you prefer, you can raise your concerns with us.

If you are not happy with the response you receive, you can refer your complaint to the Ombudsman.

The Regulation and Quality Improvement Authority will monitor how complaints about regulated services are handled.

Where Can I Find Out More?

More information on the complaints procedure is also available at http://www.dhsspsni.gov.uk/hsccomplaints.htm