To ask the Minister of Health what plans he has to introduce a phone option for complaints to the Belfast Health and Social Care Trust.

The Belfast HSC Trust Complaints Department has both a general telephone number for use by members of the public, and personal direct line telephone numbers for each member of the complaints department staff.

Regrettably, there have been periods when staffing resource within the complaints department has meant that there is insufficient capacity to cover the general telephone line. This has recently been the case, however resource has been secured and it is planned that the general telephone line will be restored from Monday 11th March 2024.

On raising a complaint with the Trust, every complainant is provided with the direct line phone number(s) for staff who will be dealing with their complaint. These direct line numbers (rather than the general complaints telephone number) are then used by complainants for the duration of their complaint investigation.

Direct phone numbers for individual members of complaints staff have remained operational at all times.

In the event that the general telephone line is unavailable, an automated message directs complainants to a number of alternative means by which to raise their concerns:

- By e-mail

- By post

- Via the Trust website

The automated message also provides contact details for the Patient Client Council if complainants require assistance.