Complaints must be valued

The vast majority of people who use health and social care services receive a high quality service that is safe and of a high quality. For others, however, their experience of health and social care service is not positive.

Complaints about health and social care in Northern Ireland have risen by more than a quarter in the last four years. There were 6,000 complaints last year. Quality of treatment and care accounted for almost a quarter of these complaints. Staff attitudes, poor communication, long waiting times and access to services were other common themes.

The decision to make a complaint is not taken lightly. The complexity of the process coupled with the emotional journey and often unsatisfactory outcomes, means that many people who would have a legitimate reason to complain do not do so.

Organisations that provide services need to have systems in place to respond and support people who do complain.

In addition, they should consider why people do not complain and create an environment where the voice of all people can be heard and listened to.

This can be achieved by making the complaints process easier to navigate, ensuring that the outcomes are meaningful and having a positive approach to hearing and responding to those who use their services.

The Patient and Client Council’s Complaints Service can help people to make a complaint or raise a concern about any area of health and social care.

Telephone: 0800 917 0222

Email: complaints.pcc@hscni.net

Web: www.patientclientcouncil.hscni.net

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