The Northern Ireland Public Service Ombudsman (NIPSO) has today raised concerns about the inconsistent and often incorrect ways in which GP practices remove patients from their lists.

We are currently conducting three surveys to gather information to help us improve our service. These are a Public Awareness Survey, a Complainant Satisfaction Survey, and a Stakeholder Survey.

By gathering a range of perspectives, we aim to build a more responsive and effective Ombudsman’s office for everyone. 

We need to know if the people who need us most actually know we exist. A Public Awareness Survey helps us understand the general public's level of trust and awareness and tells us where we need to boost our outreach efforts. This survey is being carried out on our behalf by the market research company Ipsos.

A Complainant Satisfaction Survey focuses on the user journey—from the initial filing of a complaint to the final resolution.  The results from this will help us identify areas in which we are doing well but also where we can improve, such as in the speed of our responses or the clarity of our communications. This survey is being carried out on our behalf by the independent research agency Opinion Research Services.

Finally, as our work involves engaging with a network of political representatives, community and voluntary groups, and other third sector organisations, our Stakeholder Survey will help us gather feedback on the understanding of our role within these groups. This survey is being carried out on our behalf by the communications consultancy group Connect.

If you are contacted about one of these surveys, whether as a member of the public, a stakeholder, or someone who has recently closed a case with us, we would very much value your contributions!

This month represents a significant milestone in public sector accountability as the new rules for dealing with complaints in the health and social care sector go live across Northern Ireland.

This new statutory framework replaces previous guidance to create a more consistent, person-centred approach to resolving concerns. From 1 January, all organisations within the sector, including hospitals, social care services, and family practitioners such as GPs, dentists, and pharmacists are required to follow a simplified two-stage process.

What the new process looks like

The Model Complaints Handling Procedure (MCHP) is designed to move away from unnecessary bureaucracy towards a culture where the aim is to resolve complaints early.  The goal is to ensure that complaints are seen as a vital tool for learning and service improvement.

Stage 1: Frontline Response

All complaints should be assessed to see if they can be resolved quickly, at the point of service, within 5 working days.

Stage 2: Investigation

If cases are complex or unresolved, they should be thoroughly investigated and replied to within 20 working days.

Supporting the transition

To support staff and providers in implementing these changes, NIPSO has published a suite of Training Resources, including instructional videos and sector-specific guidance. These materials are designed to help staff feel confident in handling difficult conversations and resolving issues as they arise.

Marking the milestone, Ombudsman Margaret Kelly said:

‘Our aim is to ensure that when someone wishes to complain about a public service they understand exactly what to expect. Raising a concern is now clearer and easier, with speedier response times and fair outcomes people can trust.”

For more information on the new standards or to access the training toolkit, please visit https://www.nipso.org.uk/service-providers/complaints-standards

We are inviting bids for the following projects:

Catch up on our recent activities with the latest Quarterly Bulletin.

Included in this issue:

• Our investigation into the Northern Ireland Housing Executive
• The latest on the new rules to make it easier for the public to complain about public bodies
• Links to reports on our investigations into two health trusts.

Our new Strategic Plan focuses on accessibility, engagement and making a difference. 

These themes remain core to NIPSO providing everyone in Northern Ireland with a pathway to justice.

Read about our values, aims and objectives for the next 4 years here.

Our office is closed on Monday 14 and Tuesday 15 July.

Our online complaints form is available here if you wish to make a complaint during this time.

Alderman Linda Clarke (Antrim and Newtownabbey Borough Council) has been suspended from her position as councillor for 3 months following an Adjudication Hearing held today (9 July).

Click here for more information.

The Ombudsman has written to the Chief Executive of the Northern Ireland Housing Executive to say she has commenced an 'own initiative' investigation into the organisation.

The decision follows the Ombudsman’s consideration of the Housing Executive’s response to her investigation proposal from earlier this year.

Click here for further details.