Northern Ireland Public Services Ombudsman (NIPSO)
@NIPSO_Comms
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The Northern Ireland Public Services Ombudsman (NIPSO) investigates unresolved complaints against providers of public services in Northern Ireland.
Belfast, Northern Ireland
Joined March 2016
Our Strategic Plan for 2025-2029, launched today, focuses on accessibility, engagement and making a difference. These themes remain core to NIPSO providing everyone in Northern Ireland with a pathway to justice.
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RT @PHSOmbudsman: We attended the launch of @NIPSO_Comms's model complaint handling procedure today, which help to streamline complaint han….
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Margaret Kelly, Ombudsman, Sean Martin, Deputy Ombudsman, Sinead Sargent, Director of Investigations pictured with Mike Nesbitt, Minister for Health at the launch of the HSC Model Complaints Handling Procedure today.
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Great to work with @myhomelifeni cohort of care home managers and hear from them at the launch of the HSC Model Complaints Handling Procedure launch
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Great to work with @myhomelifeni cohort of care home managers and hear from them today at the HSC Model Complaints Handling Procedure launch.
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Great to attend @myhomelifeni Celebration Day today - well done to all the cohorts who completed the programme
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Grateful to Philip McGuigan MLA for sponsoring today’s launch of the HSC MCHP at the Long Gallery. His words rightly captured the purpose: “a complaints process is an important tool to use to improve our HSC service”.
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RT @NIAuditOffice: Today we were at the launch of @NIPSO_Comms new complaint handling rules for the health and social care sector. These ne….
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“Staff are key to the success of the transformation complaints standards process & service users must feel heard. This is an opportunity to build trust in our public services”. Sinead Sargent, NIPSO’s Director of Investigations speaking at today’s launch of the HSC MCHP.
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Great to hear from Arlene McIlwrath, Customer Experience Manager at Mid-Ulster District Council, on putting the Local Government Model Complaints Handling Procedure into practice. Arlene has been leading implementation since January 2024 - real insight from experience
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“Complaints are everybody’s business”. Powerful message from John and Oonagh at today’s launch of the new HSC Model Complaints Handling Procedure. Real leadership from the frontline. NIPSO was proud to partner with @myhomelifeni and care managers across NI
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‘People want to be heard and validated, be seen as reasonable and to see change and accountability’. Professor Craig White reminds us why complaints matter at today’s launch of the HSC MCHP drawing on 10+yrs of learning from Scotland.
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“Don’t make it feel like a process.” Our Deputy Ombudsman Sean Martin sets out the challenge for complaints in health and social care: listen with empathy, act with integrity, and learn to improve. New standards apply Jan 2026.
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New complaints procedure launched for health & social care in NI. Ombudsman Margaret Kelly “The Home Truths report showed the cost of ignoring complaints. This new approach makes sure they’re heard - and acted upon. More complaints should not alarm us. They show we’re listening.
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The Health Minister supports the new HSC Model Complaints Handling Procedure: “people need to know who to turn to when services fail and be assured their complaints will be taken seriously and acted upon”. We welcome the DoH’s ongoing commitment to stronger complaints handling
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Looking forward to launching our new complaints handling rules for the health and social care sector tomorrow. The procedures will help streamline complaints handling across the sector.
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The Ombudsman has announced that she is to commence her 'own initiative' investigation into the Northern Ireland Housing Executive. The decision follows her consideration of the Housing Executive’s response to an investigation proposal earlier this year.
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We're looking forward to launching our new complaint handling rules for the health and social care sector next week. The procedures will help streamline complaints handling across the sector. #complaintsmatter. @BelfastTrust @NHSCTrust @SouthernHSCT @setrust @WesternHSCTrust
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It was a great conference and a pleasure to host. Thank you @OmbudAssoc and all attendees.
✨ That’s a wrap on #OAConference2025 in Belfast!. A big #ThankYou to our speakers, guests & behind-the-scenes stars. We hope you left feeling inspired, connected & full of fresh ideas to take away. We’ll share highlights soon – tag us in your posts!. – The OA Team 💙
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