On August 30th, I contacted NIPSO (Northern Ireland Public Services Ombudsman) by phone to discuss their handling of complaints related to the recent care crisis highlighted by TUSLA and reported by the Irish Times. These reports indicated that some care services were deemed “not fit for purpose,” raising serious concerns about their quality and management. During our conversation, I expressed my frustration and suggested that “NIPSO should be all over the care crisis,” emphasizing that their involvement should be more proactive and comprehensive. I pointed out that NIPSO appeared to be delaying action and finding reasons not to investigate complaints thoroughly. Additionally, we discussed various issues, including Deprivation of Liberty Safeguards (DoLS) and a recent UTV report, which proposed that an online meeting might be beneficial in addressing these pressing concerns more effectively.
Nipso wrote to me under this closed complaint number NIPSO complaint ref 202006004 Fri, Aug 30, 4:07 PM :
Dear Mr Newbold
Our Ref: 202006004
I refer to your conversation today with my colleague, Ms McGarry. I called you at 13:10 and I was asked to call back later as you were having lunch. I returned the call at 14:13 but was unable to speak with you as the call was ended.
The purpose of my call was to advise you how to submit your complaint to this office. My letter to you dated 19 August 2024 explained that your complaint is currently closed and further that the Ombudsman cannot accept complaints against OneSchool Global as this is not a body within the Ombudsman’s jurisdiction. My letter included a link to our online complaint form should you wish to submit a complaint against the Southern Health & Social Care Trust (the Trust) www.nipso.org.uk/nipso/making-a-complaint/online-complaints-form
When submitting a complaint, it is necessary that you:
- State clearly any outstanding issues, explaining why you do not accept the Trust’s final response to your complaint;
- Inform us of the outcome/remedy you seek in relation to your complaint (to put things right); and
- Advise us if you seek to pursue legal action in respect of your complaint.
Until we receive this information, your case will remain closed on our case handling system. If responding to this email I would be grateful if you could respond to our general email address nipso@nipso.org.uk
Yours sincerely
Chris Reid
Investigating Officer
Northern Ireland Public Services Ombudsman
Progressive House33 Wellington Place
Belfast BT1 6HNChris.reid@nipso.org.uk Tel. 02890 897759
I understand from your communication that my complaint is currently closed, and that the Ombudsman cannot accept complaints against Southern Regional College who is incommunicado due to jurisdictional limits. I appreciate the information provided and the link to the online complaint form for addressing issues with the Southern Health & Social Care Trust.
In light of this, I would like to reiterate my concerns. During my conversation with NIPSO on August 30th, I emphasized that “NIPSO should be all over the care crisis.” I expressed frustration with the lack of proactive involvement in addressing the urgent issues raised by TUSLA and the Irish Times and noted a perceived reluctance to thoroughly investigate complaints. I believe that this issue warrants more immediate and comprehensive action.
The email from Chris Reid did not explain why the other complaint was closed. The Trust is now sending the same malformed letter repeatedly, with outdated contact details and incorrect information. This letter, purportedly from Laura Spires, a Governance Officer, fails to address the points raised and suggests a lack of attention to detail in her correspondence.
A complaint to the Dr Maria O’Kane Chief Executive Southern Health & Social Care Trust Southern Health & Social Care Trust: Urgent Appeal for Resolution of Emily Newbold-Smith’s Case – thestealingofemily.co.uk has been made.
letter from organization who is in cable of following the law.
As you can see no address
It is apparent from all of these letters there is no reply address.
Contact detail incorrect
The telephone number given is the wrong number.
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