Click on the questions below to answer some, of the most frequently asked questions in regards to complaints.
Who can make a complaint?
Anyone who is dissatisfied or concerned about the care or treatment, or about issues relating to the provision of services provided by, or on behalf of, the Northern Ireland Ambulance Service (NIAS) can raise a complaint. You can either raise your complaint directly with NIAS, or this can be done by your relative or someone acting on your behalf, providing your written consent is provided on a consent form.
Where can I get help with submitting a complaint?
Independent confidential support and advice is available at any stage in the complaints process from the Patient and Client Council (PCC) who are responsible for the provision of complaints advocacy. The PCC can support you with submitting your complaint and throughout the entire process. For further information contact the Patient Client Council at:
Freephone: 0800 917 0222
Website: https://pcc-ni.net/
Freephone: 0800 917 0222
Website: https://pcc-ni.net/
How long do I have to make a complaint?
Your complaint should be submitted to us as soon as possible or within 6 months of the incident, or within 6 months of becoming aware that you have cause for complaint, provided this is not more than 12 months after the incident. The time limits can be extended, if there are good reasons why you did not submit your complaint sooner.
How we will manage your complaint
• We will acknowledge your complaint within two working days.
• We will contact you to discuss your complaint and ensure our understanding of your concerns are accurate and to discuss what action you would like to see taking place as a result.
• We will involve relevant teams to assist us in responding to the specific issues raised and to identify any learning to improve our service.
• The investigating officer may contact you to discuss your complaint further and advise you of their findings.
• We aim to resolve all complaints quickly and effectively and within 20 working days. If our investigation is going to take longer than this, we will update you regarding the reasons for the delay.
• We will contact you to discuss your complaint and ensure our understanding of your concerns are accurate and to discuss what action you would like to see taking place as a result.
• We will involve relevant teams to assist us in responding to the specific issues raised and to identify any learning to improve our service.
• The investigating officer may contact you to discuss your complaint further and advise you of their findings.
• We aim to resolve all complaints quickly and effectively and within 20 working days. If our investigation is going to take longer than this, we will update you regarding the reasons for the delay.
What we will do if we get it wrong
Although we aim to provide a high-quality service, there are times when we get it wrong. When that happens, we will do the following:
• Provide a meaningful apology.
• Explain any failings and the impact they have had.
• Explain how we will put things right.
• Provide a meaningful apology.
• Explain any failings and the impact they have had.
• Explain how we will put things right.
What if I’m not happy with how my complaint has been handled?
We are committed to doing our best to resolve any complaint you may have. If having received our response you remain dissatisfied, please get in touch with the Service User Feedback Manager who will endeavour to resolve your outstanding concerns.
If once the complaints process has been exhausted and you remain dissatisfied, you can refer your complaint to the Northern Ireland Public Services Ombudsman (NIPSO), Progressive House, 33 Wellington Place, Belfast, BT1 6HN, phone 0800 34 34 24 or email nipso@nipso.org.uk . Further information on the role of NIPSO can be found at https://nipso.org.uk/nipso/
If once the complaints process has been exhausted and you remain dissatisfied, you can refer your complaint to the Northern Ireland Public Services Ombudsman (NIPSO), Progressive House, 33 Wellington Place, Belfast, BT1 6HN, phone 0800 34 34 24 or email nipso@nipso.org.uk . Further information on the role of NIPSO can be found at https://nipso.org.uk/nipso/