OUR SERVICES 2014/15

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Business Services

Organisation

“To deliver value for money and high quality business services to Health and Social Care, so contributing to the health and well-being

of the population in Northern Ireland.”

OUR SERVICES

2014/15

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Welcome 3

Our Values 4

Our Services 5

Shared Services 6

Family Practitioner Services 7

Procurement and Logistics 8-9

Counter Fraud and Probity 10

Pensions 11

Human Resources and Corporate Services 12

Leadership Centre 13

Clinical Education Centre 14-15

Legal Services 16

Finance 17

Internal Audit 18

Information Technology Services 19-20

Honest Broker Service 21

Equality and Human Rights 22

Office for Research Ethics Committees 23

Customer Care and Performance 24

Our people 25

Complaints and Compliments 26

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Welcome to the BSO

Service Catalogue 2014

“To deliver value for money and high quality business services to Health and Social Care, so contributing to the health and well being of the population of Northern Ireland".

The BSO provides an essential supporting role within the Health and Social Care sector. In doing so, it

contributes to the health and well-being of the entire population of Northern Ireland. This catalogue is a

compilation of services the BSO has to offer.

Our goal in producing this publication is to enhance your understanding of our services and make it easier

for you to find information about the services you already use as well as, perhaps, on those you may not

realise are available.

It has been designed to define our services with more accuracy than ever before, while enhancing your

understanding of what the BSO can do to help your organisation achieve its objectives.

Each brief description includes contact email address, website information and/or phone number for all of

our areas of work. Please use these links should you require more comprehensive information on the

services that we can provide for your organisation.

David Bingham Chief Executive

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As an organisation we value:

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The BSO Shared Services provides defined transactional, financial and HR services to all HSC organisations:

 Accounts Payable (Ballymena);

 Accounts Receivable (Omagh);

 Payroll, Travel and Subsistence (Belfast); and

 Recruitment and Selection (Armagh).

In addition to the above specialist shared services centres, BSO Shared Services also provides common system and data administration operations for the Finance Procurement and Logistics (FPL) and the HR Payroll Travel and Subsistence (HRPTS) systems.

For further information on the range of services that we can provide for your organisation, or to find out more about Shared Services generally, please use the details provided below:

Contact Email Telephone Number

Greg McCloskey, Head of Shared Services [email protected] 028 9536 2643

Elaine Schug, Head of Payroll [email protected] 028 3536 2190

Conor Price, Head of Recruitment [email protected] 028 9536 2644

Patrick O’Hara. Head of Income Patrick.o’[email protected] 078 6752 5517

Maxine Paterson, Head of Payments [email protected] 028 9536 2119

Accounts Payable Shared Services, Ballymena

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FPS maintains the central register of patients registered with General Medical Practices in Northern Ireland. As part of this role, we issue and process changes to medical cards such as name, address and doctor.

The FPS service calculates and makes payments to General Medical and Dental Practitioners, Chemists and Community Optometrists throughout Northern Ireland and provides professional advice, support and information to customers. FPS also maintains the Pharmaceutical, Dental and the Northern Ireland Primary Medical Performers lists.

FPS also provides the call and recall facilities for cervical screening and bowel cancer screening in Northern Ireland.

For further information on the range of services that we can provide for your organisation, or to find out more about FPS generally, please use the details provided below:

Sam Waide, Director of Operations [email protected] 028 9536 3861

Paula Sheils, Assistant Director [email protected] 028 9536 3793

Joanne Martin, Admin. Support [email protected] 028 9536 3798

Website http://www.hscbusiness.hscni.net/services/2483.htm

“… Just to say thank you to everyone for an excellent, professional service …”

BSO Customer Survey 2013/14

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The Procurement and Logistics Service (PaLS) is a Centre of Procurement Expertise delivering value-for-money contracting, procurement and logistics services for the circa £500million annual HSC spend on goods and services in Northern Ireland. 95% of the HSC goods and services spend is handled through PaLS. Over 1.4 million transactions are handled by our Logistics Service on behalf of Health and Social Care each year at an approximate value of £43 million. With distribution centres in Belfast and Londonderry, we deliver almost 4000 different products directly to our clients in wards and HSC departments across Northern Ireland.

In addition, we offer related services to individual organisations including community equipment services (warehousing, distribution and recycling), local stores management and electronic material management scanning and put-away.

PaLS operate on a service level agreement basis (SLA) with all of our

customers and performance within these agreements is monitored through Procurement Boards which meet on a regular basis throughout the year, with KPI’s provided to measure performance against agreed targets.

PaLS are committed to the delivery of value for money services based on processes that are quality assured and accredited by NQA to ISO 9001 2008 for all services. In addition PaLS is a Mark of Excellence winner in EFQM´s steps to excellence.

Minister Poots with PaLS staff at the PaLS Warehouse, Boucher Crescent

Procurement and Logistics

Peter Wilson, Assistant Director [email protected] 028 9066 7799

Heather Johnston, Admin. Support [email protected] 028 9055 3454

PaLS Website www.hscbusiness.hscni.net/services/1878.htm

“Staff are always polite and helpful”

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Services, Hotel Services and Utilities

77 Boucher Crescent, Belfast BT12 6HU 028 9066 7799

Customer Support: Belfast Trust

Senior Procurement Manager: Florence McAllister Email: [email protected]

Acute Medical and Surgical

Royal Victoria Hospital, Belfast BT126BA 028 9063 4414

Customer Support: Belfast Trust

Senior Procurement Manager: Peter McColgan Email: [email protected]

Estates, Transport and Maintenance

The Cottage, 1st Floor, 5 Greenmount Avenue Ballymena, BT43 6DA

028 9536 2533

Customer Support: Northern Trust

Senior Procurement Manager: Sandra Armstrong Email: [email protected]

Community Medical

Ards Hospital, Newtownards BT23 4AS 028 9151 0100

Customer Support: South Eastern Trust

Senior Procurement Manager: Jonathan Irvine Email: [email protected]

Office Services and Textiles

Pinewood Villa, Longstone Hospital, 73 Loughgall Road, Armagh BT61 7PR 028 37412751

Customer Support: Southern Trust

Senior Procurement Manager: Gerard Kearney Email: [email protected]

Diagnostics (Labs and X-Ray Consumables)

Gransha Hospital, Clooney Road Londonderry BT47 6YZ

028 7186 0086

Customer Support: Western Trust

Senior Procurement Manger: Myles O’Hagan Email: [email protected]

Pharmaceuticals

77 Boucher Crescent, Belfast BT12 6HU 028 9066 7799

Senior Procurement Manager: Denise Baines Email: [email protected]

Capital Projects

Bretten Hall, 45 Bush Road, Antrim BT41 2PX 028 9442 4306

Senior Procurement Manager: John McDermott Email: [email protected]

Social Care

Pinewood Villa, Longstone Hospital 73 Loughgall Road, Armagh BT61 7PR 028 3741 2758

Head of Social Care Procurement: Orla Donachy Email: [email protected]

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Counter Fraud and Probity Services (CFPS) provides a range of specialist services to Health and Social Care (HSC) bodies. Our current remit includes:

 tackling fraudulent claims to exemption from statutory dental and ophthalmic charges and seeking recovery via court proceedings, where necessary;

 formal investigation of cases of potential or suspected fraud across all Health and Social Care organisations;

 delivery of a range of probity verification, assurance and financial recovery work in relation to Primary Care expenditure;

 counter fraud and probity policy development;

 raising fraud awareness and developing a zero tolerance approach to fraud across the HSC

 the administration of the Healthy Start Scheme in Northern Ireland;

 a centre of excellence providing specialist advice and training for HSC staff in assessing patient eligibility to

Health and Social Care services.

For further information on the range of services that we can provide for your organisation, or to find out more about Counter Fraud & Probity services generally, please use the details provided below:

Sam Waide, Director of Operations [email protected] 028 9536 3861 Mark Harvey, Assistant Director [email protected] 028 9536 3852

Belfast Office [email protected] 028 9536 3852

Armagh Office [email protected] 028 3742 2744 Londonderry Office [email protected] 028 7186 0086

Fraud Hotline

0800 096 33 96

or report online at:

www.cfps.hscni.net

“...as a result of your training session we are now clearer about...what we need to work through in the months ahead… your session raised a lot of interesting issues for the team… the feedback has been very positive.”

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The HSC Pensions Service for Northern Ireland provides payroll services to over 32,000 pensioners and administers the Pension Scheme for 78,000 current and deferred members drawn from HSC employees, GPs, dentists and employees of other approved organisations in Northern Ireland.

We are constantly increasing our efficiency and productivity by making use of new technology and processes, enabling us to work smarter as a centre of excellence. An Automated Call Distribution system has been successfully introduced, allowing us to deal with over 36,000 calls a year professionally and to the satisfaction of our customers. An SMS text messaging service is available to all pensioners and is currently being rolled out to all members.

An agreed charter, which sets out the roles and responsibilities of Scheme Employers, is available from our website. Factsheets, FAQs and guides are available for Members. For further information on the extensive range of services that we can provide or to find out more about our Pensions services generally, including Pension Reform Updates, please use the details provided below.

Martin Bradley, Head of HSC Pensions [email protected] 02871 319111

Rosalynn Kelly, Admin. Support [email protected] 02871319111

“...absolutely phenomenal service …Your people –and the way you run/manage things there - deserve great credit…”

HSC Pensions Service Staff

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Human Resources &

Corporate Services

The Human Resources (HR) Directorate is a modern integrated unit within BSO and client organisations. HR utilises fully an automated software system to deliver a range of transactional services for all staff and managers. HR services have been benchmarked (via submissions to Chartered Institute of Public Finance and Accountancy) against private and public sector companies over the last two years and BSO HR is a proven supplier of excellent value for money services. Across a range of metrics including productivity, efficiency and use of modern IT systems, HR achieves higher quartile outcomes.

HR take the lead role in partnership working with our trade union colleagues over a range of initiatives and HR also successfully led the project to achieve Investors in People (IiP) accreditation for BSO. All Services delivered on behalf of BSO and client organisations:

Corporate Services is an internal function responsible for the management of a range of services,

including the handling of complaints, data protection and freedom of information requests, emergency and business continuity planning and facilities management.

For further information on the range of services that we can provide for your organisation, or to find out more about our services generally, please use the details provided below:

Hugh McPoland, Director of HRCS [email protected] 029 9536 3007 Jacqui Kennedy [email protected] 02895 363865 Margaret Murray [email protected] 02895 363865 General queries [email protected]

“Received continual contact from HR in relation to progress on a couple of contractual queries on commencement

of new post. Keep up the good work!”

 Dedicated business partner support to Directorates and organisations

 Reporting on absence, starters/leavers and Equality Monitoring

 Advice and Support on Terms and Conditions of Service and employee Relations issues

 Processing of starters and leavers to the organisation

 Training, Learning and Development  System support for HRPTS Portal and eRecruitment

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The Leadership Centre provides a wide range of exciting leadership development initiatives, short– course programmes, consultancy services, IT programmes and skills development. The Centre also offers a range of consultancy services to support the reform agenda. We will discuss individual requirements to ensure our products and services are aligned to the needs of our client organisations.

Facilities are also available for hire for all type of seminars, lectures and meetings. The Centre has fully-equipped, purpose built rooms suitable for all types of seminars, lectures and meetings.

Training/meeting rooms are equipped with a range of multi-media display systems. There is also an on-site canteen for morning coffee and lunch.

Free parking is provided on site for up to 100 guests.

The latest brochure of available courses, in areas such as Managing and Improving services, Working with people, Managing people and IT courses is available from the website www.leadership.hscni.net.

For further information on the range of

services that we can provide for your organisation, or to find out more about our services generally, please use the details provided below:

Contact Telephone Number

Diane Taylor, Head of Leadership Centre [email protected] 028 9064 4811

Leadership and Management Development Unit

[email protected] 028 9064 4811

Post Graduate Diploma in Health & Social Care Management Graduation Ceremony Class of 2013

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HSC Clinical Education Centre Mission Statement: “The HSC Clinical Education Centre will provide

evidence based and high quality education in partnership with our stakeholders to support the nursing, midwifery professions and Allied Health Professionals within Health and Social Care to deliver safe, effective and person centred care”.

The HSC Clinical Education Centre (CEC) was established in November 2011 following the integration of the Beeches Management Centre Nursing Midwifery and Allied Health Professional (AHP) unit with the Nurse Education and Development Consortium (NEDC). The CEC exists to provide in service education to nurses midwives and AHPs employed in the five HSC Trusts and also has a number of Service Level Agreements with other organisations including, the NI Ambulance Service, NI Hospice and Southern Area Hospice. In addition the CEC also provides consultancy to the voluntary community and independent sectors alongside other statutory organisations

.

The Head of CEC is Dr Glynis Henry CBE and the directorate comprises of two units, Nursing & Midwifery (N&M) and Allied Health Professionals (AHP). We pride ourselves on being accessible, innovative, proactive and responsive in providing education that supports person-centred, safe clinical practice in a cost effective manner.

The N&M unit employs a team of credible, expert and innovative educationalists who will have completed post-graduate study and are registered with the Nursing and Midwifery Council.

Our staff teach in a wide variety of areas including Adult Nursing, Mental Health, Learning Disability, Children’s Nursing, Midwifery and Health Visiting and across a wide range of other specialist areas.

Clinical Education Centre

“...Very responsive to the needs of the clinical areas in providing courses/training…”

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The AHP unit coordinates education and training programmes for seven of the AHP groups working across the HSC Trusts. All AHP programmes are delivered by the most appropriate education provider which includes local, national and international providers/tutors/experts depending on the requirement of service.

Information on the courses available, as well as those courses currently in development is available on our website www.cec.hscni.net

For further information on the range of services that we can provide for your organisation, or to find out more about our services generally, please contact one of our senior staff as listed below:

Contact Telephone Number

Glynis Henry, Head of CEC [email protected] 028 9056 1353 Catherine Rice, Assistant Head of

CEC

[email protected] 028 9056 1353 028 3861 2260 Maurice Devine, Assistant Head of

CEC

Pauline McMullan, Assistant Head of CEC

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The Directorate of Legal Services (DLS) is a modern and progressive legal practice comprising a team of more than 45 specialist solicitors and 65 paralegal staff who provide a high quality, cost effective legal service exclusively for HSC clients throughout Northern Ireland. DLS provides advice, representation and training on a range of legal issues in:

DLS provides a high quality, client focused service and has achieved both the ISO 9001 Quality Award and the Law Society’s ‘Lexcel’ Quality Award. In a recent client survey DLS achieved an approval rating from clients in excess of 95%.

For further information on the range of services that we can provide for your

organisation, or to find out more about DLS generally, please use the details provided.

Alphy Maginness, Chief Legal Adviser [email protected] 028 9536 3585

Wendy Beggs, Assistant Chief Legal Adviser, Litigation

[email protected]

June Turkington, Assistant Chief Legal Adviser, Procurement/employment, conveyancing and debt

[email protected]

Kathryn Minnis, Assistant Chief Legal Adviser, Family Law

[email protected]

Owen Nicholson, Business Manager [email protected] 028 9536 3604

 Medical Negligence  Conveyancing

 Inquests  Procurement and Contracts

 Family Law  General Litigation

 Employment Law  Debt Recovery

 Administrative Law (i.e. judicial review)  General Advice

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The Finance department provide a range of financial services to the BSO as well as a number of customer organisations from across HSC. These include the provision of full Management Accounting and/or Financial Accounting Services, including the production of annual Statutory Accounts.

We are very focused on delivering a high quality service and work closely with our customers to ensure we meet their expectations. Operational performance is continually monitored and challenged and all clients are issued with regular assurances on the adequacy, timeliness and completeness of this performance.

For further information on the range of services that we can provide for your organisation, or to find out more about our Finance services generally, please use the details provided below:

Paddy Anderson, Director of Finance [email protected] 028 9536 3722

Andrea Henderson, Assistant Director Financial Planning & Management

Emma Thompson, Acting Assistant Director of Accounting & Financial Services

BSO Finance team

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Internal Audit adds value to and improves the operations of our customer organisations by delivering a risk-based audit plan to each of them. Assurance is provided to our customers on the adequacy and effectiveness of their risk management, control and governance arrangements.

Internal Audit’s role includes the review, appraisal and reporting on:

 The effectiveness of the governance and risk management arrangements of the organisation.

 The adequacy and effectiveness of the systems of financial, operational and management controls and their operation in practice in relation to the identified business risks.

 The suitability, accuracy, reliability and integrity of financial and other management information and the means used to identify, measure, classify and report such information.

 The extent of compliance with policies, standards, plans and procedures established by the organisation and the extent of compliance with the Department of Health, Social Services & Public Safety (DHSSPS) guidance, laws and regulations, including reporting requirements.

 The integrity of processes and systems to ensure that controls offer adequate protection against error, fraud and loss of all kinds.

 Instances of suspected fraud and irregularity (preliminary phase of fraud investigations, in conjunction with Management and the BSO Counter Fraud & Probity Unit)).

 The extent to which the assets and interests of organisation are acquired economically, used efficiently, accounted for and safeguarded from loss of all kinds.

BSO Internal Audit Service is accredited to the ISO: 9001: 2008 quality standard and is an approved Association of Chartered Certified Accountants (ACCA) Gold Status Employer Training and Development Service. For further information on the range of services that we can provide for your organisation, or to find out more about our Internal Audit services generally, please use the details provided below:

Catherine McKeown, Head of Internal Audit [email protected] 028 9536 3832

Elaine Slowey, Admin. Support [email protected] 028 9536 3828

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ITS is responsible for the provision of a wide range of regional ICT services to Health and Social Care organisations throughout Northern Ireland. These services range from the routine support of large complex clinical and social care systems, to the procurement and implementation of large projects supporting the ongoing modernisation and transformation of health care in Northern Ireland. ITS supports over 50,000 users, across nearly 300 services and systems and is

responsible for annual ICT expenditure of nearly £30million.

ITS is currently ISO 9001:2008 TickIT accredited and is working towards ISO 20000 accreditation which focuses on IT Service Management underpinned by the ITIL industry best practice standards in service delivery.

The ITS business area section on the main BSO Internet site provides details of the various IT services offered by the organisation. To find out more about ITS generally, please use the details provided.

Launch of Electronic Care Records

Contact Email Telephone

Number

Karen Bailey, Director [email protected] 028 9536 3859 David Bryce, Assistant Director [email protected] 028 9536 2293 Susan Campbell, Head of Development (Warehouse &

Integration

Paddy Carville, Head of Operations (Infrastructure) [email protected] 028 9536 2204 Pat Davis, Service Resource Manager [email protected] 028 9536 2570 Tony Doherty, Head of Operations (Systems) [email protected] 028 9536 2257 Ben Doran, Head of Operations (Datacentres) [email protected] 028 9536 2613 Hugh Fullerton, Customer Services Manager [email protected] 028 9536 2305 Gary Loughran, Programme Manager (E-Health) [email protected] 028 9536 2546

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Information Technology Services

Infrastructure and Architecture  HSC Data Centres

 Regional Network Support

 Service Desk

 Desktop Support

 Security

 Web Services

 IT Service Management

 Infrastructure related Programme projects

 Technical Design Authority support to HSCB

Integration, Data Warehousing & New Systems Development

 Integration

 Expand and consolidate capability

 Regional HSC Data Warehouse

 Expand and consolidate capability

 New Systems Development

 Targeted applications development

 .net web based applications

Secondary Care Clinical Systems

 Support for existing Secondary Care Systems

 Screening Systems

 Secondary Care related Programme Projects

 Electronic Care Record

 Integration between sectors

 Clinical messaging

Business Systems

 Support for existing Business Systems

 Migration from old systems to replacement systems

 ICT support for Business Systems Transformation Programme

 Business System related Programme Projects

 Development of new Family Practitioner Services payment system

Community, Social Services Primary Care  Support for existing Community and Social

services systems

 Support function for new systems procurement and implementation

 Community, Social Services and Primary Care related Programme Projects

 GMS ICT Support

ITS ICT Business support

 Management of ITS Programme Spend

 Management of ITS Commissioning process

 Quality management

 Service Level Management

Programme Management

 Implementation of Programme Project standards

 Providing information to HSCB as Commissioners

 Performance management

 Programme and project reporting against progress time, resource and budget

 Support, training and mentoring of project managers

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The Honest Broker Service provides a better and more secure process for the sharing of unidentifiable health and social care data within the HSC family. This means that patient data can be shared in a more efficient way, while keeping that individual’s identity anonymous.

The sharing of this data maximises the uses and health service benefits which can be gained from it including planning, commissioning of services and public health monitoring.

What data is available?

A high-level overview of the datasets available can be found on the website

Who can apply to use the service?

 DHSSPS

 HSC Organisations which have signed up to the Memorandum of Understanding

 Researchers with ethical approval

How to apply

Download the relevant application form and guidance documents from the website and return the application form to:

Honest Broker Service, Room 602,

Centre House, 79 Chichester Street, Belfast, BT1 4JR

For further detail, please contact the Honest Broker Service using the details below.

Email [email protected]

Minister Poots launching the Honest Broker Service, with Karen Bailey and David Bingham from the BSO

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Diversity is about difference. We are all different and we are all affected by different things, in different ways, at different times. Diversity affects us all. Equality is about putting equal value on those differences. Sometimes this means that there will be groups of people who share the same characteristic, that require measures taken to put equal value on their differences, in both employment and services.

This could mean providing reasonable adjustments for a physically disabled person, or developing a staff support network for lesbian, gay, bisexual and transgender colleagues, to ensuring that decisions are fair and equitable by screening them.

The BSO Equality Unit provides a range of equality and human rights services to support and facilitate

our client organisations to fulfil their statutory obligations and develop and implement best practice measures across their organisations.

Clients that would like expert advice, guidance or assistance around their equality and human rights obligations or best practice initiatives can contact the BSO Equality Unit. The Unit provides services for clients such as training, assistance with Equality Screening or Equality Impact Assessments, facilitation with the development of strategies or action plans, briefings on equality issues or support with consulting with the public and voluntary sectors.

For further information, or to speak to the Unit about support you require, please use the details below.

Anne Basten, Equality Manager [email protected] 028 9536 3814

Matthew McDermott, Equality Maanger

Equality Unit [email protected] 028 9536 3815

Launch of Northern Ireland Anti-Homophobia and Transphobia Week

Equality and Human Rights

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The role of the Office of Research Ethics Committee Northern Ireland (ORECNI) is to support the Health and Social Care Research Ethics Committees in the provision of ethical approval to researchers, who per-form research studies involving HSC or NHS service users, their tissue or data.

We are accredited and regularly assessed by the National Research Ethics Service. Although the main ele-ment of our work comes from within Northern Ireland, we also provide a service for the national research projects which occur throughout the UK.

An applicant intending to submit an application for ethical review should first go through the appropriate research governance procedures in the HSC Trust(s) or University, obtain evidence of sponsorship, com-plete the online application form (IRAS ), and then contact ORECNI in order to seek advice on the correct allocation of the application. The application form can be found here:

http://www.hra.nhs.uk/research-community/applying-for-approvals/

For further information on the range of services that we can provide for your organisation, or to find out more about OREC services generally, please use the details provided below.

Siobhan McGrath, Head of ORECNI [email protected] 028 9260 3107

“The team in the ORECNI office are extremely friendly, efficient and professional. They always respond quickly and appropriately to queries and I think they should be commended on an excellent job.”

OREC Chairing Team

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CCP facilitates the creation and agreement of Service Level Agreements (contracts) with customer

organisations of the BSO and the development of productive working relationships with customers of the BSO and the various internal departments who provide services. CCP do this through the coordination of customer forums and the Customer Satisfaction surveys. A summary of these results is available on the BSO website http://www.hscbusiness.hscni.net/services/1855.htm.

CCP also develops and manages performance management framework and systems of the BSO and ensure that appropriate service improvement plans are in place.CCP coordinate benchmarking activities across the organisation to inform service improvement activities and ensure BSO services provide value for money.

CCP is responsible for the BSO Corporate Strategic and Service Delivery Planning processes and the creation of the Corporate Strategic Plan. Governance activities also come within the CCP remit including the management of the corporate Risk Management processes and the co-ordination the annual Controls

Assurance Standards Programme.

CCP manage the creation of the BSO Annual Report and the production of the monthly staff bulletin, BSO Business Matters.

For further information on the range of services that we provide, or to find out more about our services generally, please use the details provided below:

Rita Marsden, Assistant Director [email protected] 028 9536 3808

Anthony Houston, Service Improvement Manager [email protected] 028 9536 3809

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Our people

We regard our workforce to be the BSO’s most important asset and value the diversity and individuality of staff and the contribution that each makes to delivering services to the high standards that our customers expect. The BSO seeks to recognise and embed excellence and celebrate individual, team and

organisational success. During 2013-14, the total average number of staff we employed on a permanent basis was 1,014 to deliver our range of specialist support services from a number of locations throughout Northern Ireland.

Some of the initiatives we undertake to support our staff include our Recognition Awards, staff engagement sessions, coffee mornings, health fairs, charity events and football tournaments.

"Improving Customer Service Award" winner: at the 2013 Recognition Awards The HSC Leadership Centre Belfast

Trust SLA Team Andrew Cameron – HR OD Trainee, providing information on

the Cycle to Work Scheme and Brendan McConaghy, Physiotherapist BHSCT at the Belfast Health fair 2014.

Money raised from the “Gary Sharratt Cup” six-a-side football tournament is presented to Action Mental Health

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We aim to provide high quality services. So if you have a comment, compliment or complaint about one of our services, please let us know.

If you’re happy about they service you’ve received:

Please pass any compliments onto the staff member you’ve been dealing with

or

email the Complaints Officer [email protected]

If you’re not happy about the service you have received:

The quickest and easiest way to resolve it is usually with the staff member you’ve been dealing with.

If you’re still not satisfied, or the complaint involves a staff member:

Ask to speak to their manager.

At any stage, if you’re not satisfied with the way your complaint has been dealt with:

Please contact:

The Complaints Officer

Business Services Organisation 2 Franklin Street

Belfast BT2 8DQ Or email:

The Complaints Officer [email protected]

Or to discuss an issue in the first instance, please ring 02895363666

Our complaints policy is available on the BSO website www.hscbusiness.hscni.net

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Business Services Organisation Headquarters 2 Franklin Street

Belfast

OUR SERVICES 2014/15

Business Services

Organisation

OUR SERVICES

2014/15

Welcome to the BSO

Service Catalogue 2014

As an organisation we value:

Procurement and Logistics

Fraud Hotline

0800 096 33 96

or report online at:

www.cfps.hscni.net

Human Resources &

Corporate Services

.

Clinical Education Centre

Information Technology Services

Equality and Human Rights

Our people

This Catalogue is available in alternative formats upon request. It is also available on the

BSO website at www.hscbusiness.hscni.net