Department of Health
We investigated a complaint from a member of the public who believed she was treated unfairly by the Department of Health.
Source · Ombudsman decisions
NIPSO Individual Decisions
457 total decisions
192 investigated
139 upheld
72% upheld of investigated
Years: Jul 2000–Mar 2026
457 published decisions from the NI Public Services Ombudsman. The Northern Ireland Public Services Ombudsman investigates complaints about NI government departments, agencies, councils, and public bodies. Source: nipso.org.uk.
Decisions
Department of HealthHealth and Social Care Trusts
This investigation found that the system for communicating with patients on healthcare waiting lists is in ‘disarray’, and concluded that significant and repeated failures across the system amounted to ‘systemic maladministration’. It urged the Department of Health to work with Health Trusts, GPs and others …
Department for Communities
In June 2021 the Ombudsman found that repeated failings by the Department for Communities in how it handled further evidence amounted to ‘systemic maladministration’. Ombudsman Margaret Kelly made 33 recommendations on how the system could be improved. This follow-up report shows that out of the …
Southern Health and Social Care Trust
A man said that his partner could have avoided emergency surgery had she received better treatment from the Southern Health and Social Care Trust. We did not uphold the complaint.
South Eastern Health and Social Care Trust
A woman whose autistic daughter needed constant care and attention complained that the lack of a dedicated social worker left her feeling ‘isolated and let down’. We upheld the complaint, but recognised the difficult position faced by the health trust over a prolonged period which …
Armagh, Banbridge and Craigavon Borough Council
We investigated a complaint that Armagh, Banbridge and Craigavon Borough Council should have enforced planning rules over a garden cabin.
Southern Health and Social Care Trust
We found that the care provided by Craigavon Area Hospital to a woman and her new born baby was appropriate, but upheld the complaint that they were discharged prematurely.
GP
We asked a GP practice to apologise after we found that despite a woman’s history of skin cancer it did not urgently refer her to a dermatologist.
Lisnaskea Health Centre
We found that a letter sent by a GP Practice to patient was appropriate and followed relevant guidelines.
Nursing Home
The parents of a woman with multiple healthcare needs complained that she should have been cared for in a nursing home rather than a residential home. Our investigation found that the Trust properly assessed the woman’s needs and cared for her appropriately.
Woodbrooke Medical Practice
Our investigation found that the GP Practice properly managed the patient’s medication, and that it made appropriate referrals for further testing.
Belfast Health and Social Care Trust
The Belfast Health Trust has apologised to a man after our investigation found failures in the care of his late wife.
School
This is a best practice guide for complaints handling in schools. It includes statistics and case summaries, and aims to provide school leaders and Boards of Governors with an insight into the key issues which have arisen from complaints.
South Eastern Health and Social Care Trust
A man who accidentally splashed a dangerous chemical in his eye should have been checked more thoroughly when he went to the Ulster Hospital.
Belfast Health and Social Care Trust
We found that the Trust should have retested a patient for COVID when it found her previous sample had not been processed.
Northern Health and Social Care Trust
A Trust’s failure to accurately report on a patient’s CT scan meant she and her family could not prepare for her end-of-life care.
Southern Health and Social Care Trust
A woman complained that her late husband was not treated properly for pain and swelling in his leg. We found he was appropriately looked after in the Emergency Department of Craigavon Area Hospital, but were concerned that medical staff did not record discussions they had …
Belfast Health and Social Care Trust
Belfast Health and Social Care Trust cared appropriately for a cancer patient and communicated properly with her family during her treatment.
South Eastern Health and Social Care Trust
The South Eastern Health Trust failed to tell a man about changes to his mother’s nutritional plan and the process of her palliative care.
Hillsborough Medical Practice
Our report criticised a GP practice after a delay in providing a woman’s medication caused her unnecessary discomfort.
Belfast Health and Social Care Trust
A patient was in pain for longer than necessary because of delays by the Belfast Trust to obtain the results of a private MRI scan.
Northern Health and Social Care Trust
Delays by the Northern Trust in replying to a woman’s telephone calls added to her anxiety about her mother’s care. We recommended that the Trust apologise to the woman and make improvements to its complaint handling procedures.
South Eastern Health and Social Care Trust
We found that the Southern Trust should have put in place a plan to treat and monitor a patient’s symptoms earlier than it did.
Northern Health and Social Care Trust
A woman complained about her father’s treatment in hospital during the last weeks of his life. We found he was looked after properly, but were critical that consultants did not respond to a request from the woman to discuss his care plan.
Hillsborough Medical Practice
We upheld a complaint that a man should not have been on the same anti-depressant medication without a review for more than 5 years.