Name: complaints handling health social care Northern Ireland
Start: 2025-11-03T19:30:00Z
End: 2025-11-03T20:30:00Z
Location: Online

ONLINE WEBINAR

What to expect

A new model complaints handling procedure is being implemented by the Northern Ireland Public Services Ombudsman (NIPSO) across all of Health and Social Care, including General Dental Services from 1 January 2026. With new written guidance being issued to Family Practitioner Service providers in October, practices must review their patient complaints handling procedures and ensure these are updated to be fully compliant with the changes coming into place relating to Health Service Care provided.

This live webinar is available for all members of the dental team to access on a complimentary basis.

Learning objectives

Understand the broad requirements of the new Model Complaints Handling Procedure being applied to all of HSC, including how this will relate to GDS from 1 January 26
Consider what changes this new procedure will represent to existing complaints handling procedures in place at practice level
Be equipped to revise complaints handling procedures to be fully compliant ahead of implementation on 1 January.

Development outcome

Meet the speakers

Ciara Gallagher Chair, Northern Ireland Dental Practice Committee (NIDPC)

Julie Healy Northern Ireland Public Services Ombudsman (NIPSO)

Ciara Gallagher

Chair, Northern Ireland Dental Practice Committee (NIDPC)

Ciara graduated from Birmingham University in 1996 obtaining her MFGDP in 1998. She has been a member of NIDPC for over a decade and is now in her second term as Chair.
Ciara is a practicing clinician and sole owner of a seven surgery mixed NHS and private dental practice in Downpatrick providing high quality private, implant and cosmetic dentistry alongside family NHS dentistry to more than 10,000 active patients. Having owned a successful dental business for more than twenty years, Ciara is fully cognizant of the rising pressures of providing high quality dental care under an increasingly pinched budget.

Julie Healy

Director – Improvement, Engagement & Impact
Northern Ireland Public Services Ombudsman (NIPSO)

Julie joined NIPSO in January 2022 and her role aims to promote public understanding of the NIPSO office, support good complaint handling and share learning from NIPSO investigations to improve public services. Before joining NIPSO Julie worked in both academia and the voluntary and community sector and was an Assistant Director for the children’s charity Barnardo’s for almost 20 years.

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A new complaints handling procedure for Northern Ireland - what you need to know

What to expect

Learning objectives

Development outcome

Meet the speakers

More information

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