Latest News

NIPSO Customer Satisfaction Survey

June 9, 2022

NIPSO is committed to delivering the highest standards of service to the public. We will not only listen to what people tell us about their experience but we will learn from and act on this also. Our new Strategic Plan for 2022 – 2025 sets out an ambitious vision to be a more accessible, effective and innovative office. In 2021, we commissioned Opinion Research Services (ORS) to carry out a … Continue reading NIPSO Customer Satisfaction Survey

Quarterly Bulletin – May 2022

May 31, 2022

Our new Bulletin includes information on our latest Own Initiative investigation, an update on our complaints standards work, and highlights recent investigation reports into complaints about patient care in three separate health trusts.

An investigation into communication with patients on healthcare waiting lists

May 18, 2022

We have begun an own initiative investigation into how Northern Ireland’s Health and Social Care Trusts communicate with patients on healthcare waiting lists.  The decision follows inquiries sent to the Trusts and the Department earlier this year, in which Ombudsman Margaret Kelly stated that she was considering an investigation. After a detailed look at the responses from these bodies, as well as a review of a number of complaints brought … Continue reading An investigation into communication with patients on healthcare waiting lists

Strategic Plan 2022-25

May 11, 2022

We want to make a positive difference to people and public services in Northern Ireland.  We do this by resolving complaints and making recommendations so that mistakes are not repeated. Our new Strategic Plan sets out how we intend to carry out this work.  We will be independent, people-focused and fair.  We will also aim to deliver excellence, with a focus on continuous learning and improvement.

Ombudsman to lead complaints change programme

March 4, 2022

A plan to transform how public bodies handle complaints has been launched today by the Northern Ireland Public Services Ombudsman (NIPSO). The plan, which follows an extensive consultation exercise, aims for all public bodies to follow a similar approach, so that regardless of whether the complaint is about a school, a hospital, or a government department, there is greater consistency across the public sector. Launching the plans, Ombudsman Margaret Kelly … Continue reading Ombudsman to lead complaints change programme

Complaints handling principles approved by the Assembly

January 19, 2022

The Northern Ireland Assembly today (19 January 2022) approved our complaints handling Statement of Principles.  The six principles set out the basic approach public bodies should take when dealing with complaints from members of the public.  They are: – Start off right – Fix it early – Focus on what matters – Be fair – Be honest – Learn and improve In the coming weeks we will announce the first … Continue reading Complaints handling principles approved by the Assembly

PIP and the value of further evidence – an update

January 12, 2022

Our Own Initiative report into how the Department for Communities (the Department) administer Personal Independence Payment placed a requirement on the Department to provide us with an Action Plan, outlining how it intends to address and implement our 33 recommendations. An Action Plan and supporting evidence was provided to NIPSO at the end of December 2021. The Own Initiative team is now in the process of reviewing the provided information … Continue reading PIP and the value of further evidence – an update

NIPSO Quarterly Bulletin

December 14, 2021

Our latest Quarterly Bulletin gives an update on our work to simplify and standardise complaints handling in the public sector, as well as links to some of our most recent investigation reports.

Ombudsman’s Report 2020-21

November 30, 2021

We received a total of 927 complaints during 2020-21.  The Ombudsman’s Report provides further details of these complaints, and includes summaries of some of our casework from the year.

Submission to the Department of Health’s consultation on the introduction of a statutory Duty of Candour in Northern Ireland

September 29, 2021

This paper sets out the Ombudsman’s views on the Department of Health’s policy proposals to enact a statutory Duty of Candour in Northern Ireland.