You have a number of remedies available if you are dissatisfied with the level of service that you receive from a Trust.
The particular circumstances of the case will dictate which remedy is the most appropriate and in certain cases more than one remedy may be pursued. Many concerns or complaints can be resolved informally by speaking to a care worker or manager of a care home. In some cases, however, it may be necessary to make a formal complaint.
In these instances the most commonly used remedies are:
- Health and Social Care services' internal complaints procedures
- Patient and Client Council
- Northern Ireland Ombudsman
- Judicial review
- Ask your local MLA to take up your case
Further information on how to make a complaint in our Health section.
Help with making a complaint
If you do make a formal complaint, it is advisable to get advice and support from an independent advocacy service when pursuing a formal complaint. The Law Centre NI, for example, can help you through this process.
Older People's Commissioner
After an inspiring campaign waged by older people in Northern Ireland and the age sector, Claire Keatinge was appointed the first Commissioner for Older People in late 2011. Part of that role includes "investigating complaints and matters of concern to older people".
The Commissioner investigates cases after a complaint procedure is exhausted. For further information visit the Commissioner's website or telephone 028 9089 0892.
It is also helpful to make a note of any telephone calls or conversations including:
- Who was involved
- The date and the time
- A brief outline of what was said
Also, think about what outcome you would like to your complaint. For example, would you like an apology or an explanation?