How to complain about a care home in Northern Ireland

Making a complaint

If you have concerns about a care home in Northern Ireland and the service you or a loved one receives, you have every right to make a complaint.

However the first thing you need to do is talk to the staff and the manager at the care home.

Most residents enjoy positive experiences during their stay in a care home, which enables them to live meaningful and fulfilling lives, while receiving care personalised according to their needs and preferences.

Mistakes and misunderstandings happen and if you believe there is an ongoing issue or that something went wrong, you should not be afraid to speak up.

For incidents of criminal activity, contact the police.

Never be afraid of speaking up if you think there is a problem with your care. If certain standards are not met it can have a big impact on you or your loved one’s welfare.

Care home complaint in Northern Ireland

In Northern Ireland, all registered care providers are required to have a complaints procedure that tells you how to complain about the service.

Before you make a formal complaint, you should first have an informal chat with staff at the care home or its manager. You can make your complaint face to face, over the phone or in writing via email or a letter. Below you will find a general guide that outlines what to include in your complaint.

Your complaint should be made to the care home’s manager. If you or a loved one have been placed in a care home by a Health and Social Care Trust, you can complain directly to the Trust. It is not necessary to make the care home aware that you have complained to the Trust but a full investigation may be difficult if the care home is unaware.

Regulation and Quality Improvement Authority (RQIA)

If you need help with making your complaint, you can contact the Patient and Client Council. They can provide you with information and advice for free and in confidence.

The Regulation and Quality Improvement Authority (RQIA) monitors how complaints to regulated services, such as care homes, are handled so it is a good idea to contact them as well. The RQIA cannot investigate individual complaints but will take them into account during inspections and reviews.

• Phone: RQIA’s Guidance Team (Mon-Fri 10am-4pm): 028 9536 1990. Calls received after 4pm will receive a callback within 24 hours from the Guidance Team
• Email: info@rqia.org.uk 
• Post: The Regulation and Quality Improvement Authority, First Floor James House, 2-4 Cromac Avenue, Belfast, BT7 2JA

Raising awareness

The care home and its staff may not be aware that there is an issue with the care you receive or that your loved one is unhappy with how they are treated. Because of this, it is paramount that you raise awareness about the issue. Usually, matters are cleared up swiftly this way and it gives the care home a chance to put things right.

Agreeing on a timeframe in which the issue should be resolved is a good idea as if the care home has not found a solution to the problem within the timeframe, it tells you that you may have to take further action to resolve the problem.

Mental Health Act complaints

Mental health issues in Northern Ireland are covered by the Mental Health (Northern Ireland) Order 1986 and outlines the assessment, treatments and rights of people with a mental health condition.

If you believe a medical professional has not adhered to their responsibilities regarding mental health rights, you should first ask for the concerned practice, hospital or trust’s complaints procedure. You must be or have previously been a patient to make a complaint, or be deemed a suitable representative by the institution to complain on someone’s behalf.

If the issue is not resolved through the institution’s complaints procedure you can contact the Ombudsman or request a judicial review, which enables a court to review the decision.

The Northern Ireland Human Rights Commission can help you understand what rights you or a loved one has in relation to the Mental Health Order and will be able to provide support.

The Health and Social Services Council can also give you advice on how to make this complaint.

If your loved one is refusing care

Your loved one may be refusing care which could be the root of the problem. If this is the case, the care home may be unable to provide the standard of care expected.

If your loved one is refusing care, the care home’s staff should note this down in their daily report sheets, so make sure you discuss this with the manager before making a complaint to find ways to resolve the situation.

Writing a care home complaint

Always include as much detail as possible when making your complaint, and ensure that the fact that you are making a complaint is clear. Include what the problem is and who is involved and what you think should be done.

If you believe there is something wrong with the service, it is important to keep records of any phone calls, meetings and other events. This will greatly help you when making your complaint and you can use this as evidence if you need to take the matter further.

Your complaint should include:

• What the issue is and how it impacts your or a loved one’s welfare
• Who is involved, including names and roles of staff if you know them
• When and where the issue or incident occurred
• What steps you have already taken to resolve the situation
• What results you want from your complaint, such as an apology or change in staff
• Any records or documentation you may have to support your complaint

If you are unhappy with the response

If you are unhappy about the outcome of your complaint and the response from the care home or the Trust, you can contact the Northern Ireland Public Services Ombudsman (NIPSO). You can refer your complaint to NIPSO using their online form, by telephone, via email or with a letter.

• NIPSO telephone: 028 9023 3821.
• NIPSO email: nipso@nipso.org.uk.

If your complaint fulfil their criteria and they have the legal authority to investigate the issue, NIPSO will decide if they should look into it. If your case is best decided in court or you intend to take the matter to court, NIPSO will not investigate your complaint.