Feedback and complaints

Feedback plays a very important role in health and social care and provides important information about service users experiences.

We believe that as far as possible, complaints should be resolved through local resolution. Complaints must in the first instance be investigated by the home, and where appropriate with support from the trust who commissions the service. Where a complaint highlights a failure to comply with regulations or minimum standards, these are followed up through RQIA's inspection activity.

If you wish to provide feedback to RQIA about our work, or about a health and social care service, you can click_here, or call RQIA on (028) 9051 7500.

The latest guidance from the Department of Health, Social Services and Public Safety on complaints in health and social care was published in April 2009. The following guidance relates to regulated services and establishments).

All regulated establishments and agencies must operate a complaints procedure that meets the requirements of applicable Regulations, relevant Minimum Standards and the HSC Complaints Procedure. This includes, publicising the arrangements for dealing with complaints, ensuring that any complaint made under the complaints procedure is investigated, making sure that time limits for investigation are adhered to and complainants are advised of outcomes of the investigation. Complainants must also be advised of their right to refer their complaint to the Ombudsman if they remain dissatisfied with the HSC Complaints Procedure.

Complaints may be made by service users or by persons acting on their behalf providing they have obtained the service user’s consent. Complainants should be encouraged to raise their concerns, at the outset, with the registered provider. The registered provider is required by legislation to ensure the complaint is fully investigated.

Individuals placed in a regulated establishment or who have their service provided by a regulated agency may, if they prefer, raise their concerns through the HSC Trust that has commissioned the care on their behalf. The HSC Trust that has commissioned the care has a continuing duty of care to the service user and should participate in local resolution as necessary.

Where complaints are raised with the HSC Trust, the Trust must establish the nature of the complaint and consider how best to proceed. For example, the complaint may be about an aspect of the “care plan” and can, therefore, only be fully dealt with by the Trust. The complaint may also trigger the need for an investigation under child protection or protection of vulnerable adults procedures or indeed, might highlight non-compliance with statutory requirements. It is not the intention to operate parallel complaints procedures, however, if the RQIA is notified of a breach of regulations or associated standards it will review the matter and take whatever appropriate action is required. It is important, therefore, that Trusts work closely with the registered providers, other professionals and the RQIA to enable appropriate decisions to be made.

HSC Trusts must assure themselves that regulated establishments and agencies which deliver care on their behalf are effective and responsive in their handling of complaints. Service users may approach the Ombudsman if they remain dissatisfied. It is possible that referrals to the Ombudsman where complaints are dealt with directly by the registered provider without HSC Trust participation in local resolution will be referred to the HSC Trust by the Ombudsman for action.

Copies of all correspondence relating to regulated sector complaints should be retained. RQIA will use this information to monitor all regulated services including those services commissioned by the HSC Trust.

Full guidance is available in the document below:

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Complainants may ask anyone to help them make their complaint and to advocate for them during the investigation.  You may find the following organisations helpful:

Patient_Client_Council

Age_NI_(Formerly_Age_Concern_and_Help_the_Aged)

Mencap

NICCY

VOYPIC

Carers_UK