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New standards for dealing with complaints in health and social care

1 July 2025

Our Complaints Standards team has launched a new Model Complaints Handling Procedure (MCHP) for health and social care services in Northern Ireland.

This is a major step in our work to improve how complaints are handled across the sector. The new MCHP sets out clear stages, timescales and expectations for service providers and complainants.

 

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Ombudsman critical of nursing home over delay in call for ambulance

16 March 2018

An investigation has revealed that a nursing home failed to fully record its observations of a resident’s head injury following a fall, and did not call an ambulance to take him to hospital until almost eight hours after the incident.  The report can be viewed here.

  • Corporate news

Patient was given appropriate care and treatment prior to her death

05 March 2018

An investigation by the Ombudsman has found that the Southern Health and Social Care Trust provided appropriate care and treatment to a patient prior to her death from a serious heart condition in 2014.

  • Corporate news

Former Department of Environment failed to monitor planning agreement with Belfast City Airport.

15 February 2018

The Northern Ireland Public Services Ombudsman has issued a finding of maladministration against the former Department of Environment for its failure to monitor the numbers of late flights into and out of George Best Belfast City Airport.

  • Corporate news

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