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Your search has returned 463 resultsAnnual Reports
Our Annual Reports and Accounts explain how we spend our money and how we perform against our targets.
The Ombudsman's Reports give information about the investigations we carried out during the year.
Training Resources
These short videos explain why good complaints handling is important and provide helpful guidance to those investigating complaints.
Model Complaints Handling Procedures
Our Model Complaints Handling Procedures provide guidance to staff on how they should investigate complaints.
Best Practice Guidance
Best Practice Guidance on Learning from Complaints – this document is the first to be launched in a series of guides to support improvement in complaint handling standards across public services, alongside the introduction of a standardised and simplified complaints handling approach. Further guides are coming soon.
Consultation
Read about the research and consultation we carried out to help us create the new complaints handling procedures.
Trust's management of patient was appropriate
A patient complained he was uncomfortable after he was fitted with a catheter following surgery. We found no failings in his care and treatment.
Complaint about patient’s care partially upheld
A woman believed that the Western Trust should not have left it to her family to arrange palliative care for her elderly mother.
Care of patient was in line with guidelines
A woman complained that doctors did not do enough to monitor and investigate her father’s condition prior to his death.
Trust failed to communicate DNR decision
The Northern Trust should have told a patient and his family that he would not be resuscitated if his heart or breathing stopped.
Corporate Information
This section contains our Strategic Plan, some of our policies and procedures, and the minutes of our senior management meetings.