Patient feedback and concerns
If something has gone wrong, we want to hear from you.
We take concerns seriously. Tell us where we fell short and we will listen, investigate fairly and use what we learn to improve care.
Email the Complaints TeamWhat happens next
A clear process, with no unnecessary barriers.
You can begin by speaking to any member of the Jace team. If the concern cannot be resolved there and then, it will be recorded and escalated appropriately.
- 01
Tell us what happened
Speak to a member of the team, telephone us, email the Complaints Team or write to us. We will try to resolve concerns early wherever possible.
- 02
We acknowledge it
We aim to acknowledge a formal complaint within two working days and confirm how it will be handled.
- 03
We investigate and respond
We aim to provide a written response within 20 working days. If more time is needed, we will explain why and keep you updated.
If an investigation needs longer, we will update you at least every 20 working days until it is complete.
Who can complain?
You can raise a concern yourself or ask someone to help.
Anyone with concerns about treatment or any aspect of a service provided by Jace Medical can complain.
A relative, advocate or representative can complain for you. We will normally need your written consent before discussing confidential information with them.
Verbal concerns are recorded, signed and dated by the receiving team member. If you complain by phone, we will note your contact details, the incident date and the nature of your concern.
Preparing your complaint
Information that helps us investigate.
- Your name and preferred contact details01
- The service, appointment or journey concerned02
- The date, time and location where possible03
- A clear description of what happened04
- What you would like us to consider or put right05
- Written consent if someone is complaining for you06
Time limits
Please tell us as soon as possible.
The usual time limit is within six months of the event, or within six months of becoming aware that you have cause to complain and no more than 12 months after the event.
We may consider a complaint outside these limits where there is a good reason for the delay. Contact us if you are unsure.
Our commitment
Fair, confidential and focused on learning.
- Fair review
- We will consider the available information and explain our findings clearly.
- Confidential handling
- Information is shared only where it is needed to investigate and respond.
- Open communication
- We will explain delays and keep you informed during a longer investigation.
- Learning and improvement
- Findings are used to strengthen our care, communication and systems.
If you remain dissatisfied
The next route depends on how your care was provided.
Complete the Jace complaints process first. Your final response will explain any external route relevant to your service.
HSC-referred care
Northern Ireland Public Services Ombudsman
For eligible public or HSC complaints, you may be able to contact the referring Trust and then ask NIPSO to consider the complaint after receiving our final response.
Visit NIPSOIndependent support
Patient and Client Council
The Patient and Client Council can provide independent advice and support to people using health and social care services in Northern Ireland.
Visit the PCCPrivate care
Regulation and further routes
NIPSO does not generally investigate purely private healthcare complaints. Jace is regulated by RQIA, although RQIA does not resolve individual complaints.
Visit RQIAReady to contact us?
Start with the Complaints Team.
Email is often the clearest way to provide the details needed for a formal investigation.
Need urgent medical help? The complaints process is not an emergency or clinical-advice service.
General contact