Impact Card OCT - DEC 2025 PCC Support is our advocacy and support model which focuses on relationship building and a partnership approach, putting the voice of the person at the centre of our work. We use advocacy and mediation skills to work with members of the public and the HSC to resolve issues of concern and complaints. The top areas of concern for PCC Support in Quarter 3 were: Communication Treatment and Care Quality Staff Attitude Complaints Handling Treatment and Care Diagnosis 980 Calls and emails to PCC Connect Freephone and inbox 543 People given advice and information 182 New advocacy cases 50 cases supported with a complaint 6 SAI Cases supported Where possible, the PCC seeks to find a resolution for clients in addressing issues and complaints through partnership, mediation and a relationship-based approach. In Quarter 3 we recorded a 64% Resolution Rate You told us ''I was so desperate and didn’t know where to go. I’d really given up when I walked into the Library and PCC Practitioner introduced themselves''
Engagement Platform Highlight The Care of Older People Engagement Platform (EP) held its first meeting following a recruitment drive, to welcome new members and outline the purpose, operation and review the Working Agreement of the platform. A Senior PPI officer from the PHA attended to brief EP members on the ‘Safer Mobility’ regional work and opportunities for lived-experience involvement. Two members also attended a PCC roundtable meeting on ‘The Big Discussion’ around healthcare in NI. We were delighted with feedback from one of the members: “I just wanted to say, that was a lovely meeting, thank you. You’re a great host/facilitator and you keep things moving. Also, you are great at keeping in touch and answering emails promptly." 50 Engagement Platform Member attendances 23 HSC involvement opportunities promoted 8400 Engaging with PCC Website In focus: Support in the Community wins National award! PCC Support in the Community aims to help reach the public in rural areas and marginalised groups, and support them to raise concerns and complaints about their health and social care. This project developed links with 18 local organisations across 160 clinics, ensuring a wider range of public voices were heard in our aim to shape health services in NI. Pictured right: Sorcha Forbes, Senior Practitioner - Health Inequalities Project Manager with the PENNA Award) We were delighted when we won ‘Team of the Year’ for this project at the PENNA awards in October! We asked all clients who provided contact details and organisations who used the service, for feedback. Of those: 100% of public respondents were satisfied with the ‘Support in the Community’ 100% of organisation respondents would recommend Support in the Community to other organisations The PCC also received recognition as finalists at the NI Social Media Awards for ‘Best use of Social Media’! Follow us on our social media channels!
🚨Quarterly Impact Update October-December 2025 (Q3)
Our Quarterly Impact Cards to keep YOU up-to-date with our work and to highlight the impact it is having within HSC services across NI
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