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Our office will be closed to the public on Friday 9 August.  Our phone lines and online complaint form will be operational as normal.

We will be open again between the hours of 10.00am and noon on Monday 12 August.

We apologise for any inconvenience caused.

Patient Partnership Week (2nd – 6th September) is an initiative created by the Patients Association to improve healthcare through better patient engagement. 

There is a focus during the week on shared decision making in healthcare.  Shared decision means involving patients and their families in decisions about their clinical care. 

Not only do health professional codes of conduct state that patients should be told of any risks with recommended treatment, it is also a legal requirement. 

Shared decision making enhances both quality of care and fosters more compassionate, effective healthcare. It is also vital for patient safety, because by listening to and working with patients a service is more likely to understand and meet their needs and be responsive when safety problems arise.

At the Public Services Ombudsman for Northern Ireland we receive complaints from patients (predominantly in a hospital setting) that they would have liked greater involvement in their care.  While our investigations may find that health care staff treated patients appropriately, we also find occasions in which staff have not involved and listened to patients and their families.  

You can read more about these cases here.

We will be closed to the public on Monday 26 August.  If you wish to make a complaint about a provider of a public service you can still do so via our online complaint form.

Our office will be open again on Tuesday 27 August, between the hours of 10.00am and 12 noon.

We will be closed to the public on Wednesday 25 September.

Our online complaints form will still be available if you wish to make a complaint.

Please note that we will be closed to the public from Tuesday 24th December 2024 to Thursday 2nd of January 2025.

If you wish to submit a complaint you can still use our online complaints form anytime.

Our latest Quarterly Bulletin contains information about:

• Our Ombudsman's Report for 2023-24
• Resources on patient safety
• A new Case Digest on care homes
• Testimonials from our users
• Two investigation reports into complaints about health trusts

Our latest published reports include our findings into complaints about: 

- a primary school
- a secondary school 
- two GP practices 
- the NI Housing Executive
- four Health Trusts 

Read these reports, and search or browse for many more here.

The Western Trust approved two special chairs for an autistic child to use in school without properly assessing his needs. The Trust should also have given the school clearer instructions on how the chairs were to be used.

Read our full report here.