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This is a best practice guide for complaints handling in schools.

It includes statistics and case summaries, and aims to provide school leaders and Boards of Governors with an insight into the key issues which have arisen from complaints.

We made recommendations for service improvement after we found failings in the way the Belfast Trust investigated the theft of a care home resident’s wedding ring.

We found that the Belfast Trust did not properly assess a man’s healthcare needs before his admission to a nursing home. 

We asked it to apologise to the complainant and to review all applications for continuing healthcare from the last three years.  

A woman complained that her late brother was not given the best possible chance to recover following gall bladder surgery. We upheld parts of the complaint, and were critical of the serious adverse incident report prepared by the Northern Trust.

The Ombudsman has criticised aspects of the way Mid & East Antrim Borough Council handled a planning application for an update of existing sports facilities at St Patrick’s College, Ballymena.

The family of a woman who died from lung cancer said that her GP Practice left her without guidance or support following her discharge from hospital. We partially upheld the complaint.

We criticised how a complaint was handled by the Northern Ireland Housing Executive, concluding that it appeared ‘unimportant’ to the organisation to deal with complaints quickly and effectively.

A report by the Ombudsman has criticised elements of the care provided to a patient by Spire Independent Healthcare, based in Blackpool (Lancashire). The patient was referred to Spire under a waiting list initiative operated by the Belfast Health and Social Care Trust.

A woman complained about the treatment her daughter received when she attended the Emergency Department of Altnagelvin Hospital.  We found that the plan to conduct an ECG and observe the patient was reasonable, but asked the Trust to apologise for the nursing behaviours and attitudes she encountered in the hospital.

We asked the Northern Health Trust to apologise to a man after we found it failed to properly monitor a growth on his lungs and to offer him appropriate non-surgical treatment.