Northern Trust urges patients to speak out as thousands of experiences shape local healthcare services

Katrina Kelly, Assistant Director Nursing and User Experience Unit at the Northern Trust.

The Northern Health and Social Care Trust is calling on patients, carers and service users across Northern Ireland to share their healthcare experiences as part of Patient Experience Week, highlighting how public feedback is already driving improvements in frontline services.

Running from 27 April to 1 May, the awareness week puts a spotlight on the role patient voices play in shaping care — with nearly 4,000 individual stories already submitted to the Trust through the Care Opinion platform.

Thousands of patient stories already influencing change

Health officials say the volume of feedback received to date is providing critical insight into real-life experiences across hospitals and community services, helping identify both strengths and areas needing attention.

The Trust confirmed that almost 4,000 stories have been shared via Care Opinion, offering a detailed picture of how services are performing from the patient perspective.

This feedback, officials say, has been instrumental in informing service improvements, shaping decision-making, and ensuring care remains aligned with the needs of the population across the Northern Trust area, which includes Ballymena and surrounding communities.

Simple ways for the public to have their say

To widen participation, the Trust is emphasising how quick and accessible it is for people to share their views — whether their experience was positive or highlighted areas for improvement.

Patients and families can submit feedback anonymously online through Care Opinion, scan QR codes displayed across healthcare facilities, call 0800 122 3135, or contact the Trust’s Involvement Team directly.

The approach is designed to remove barriers and ensure that as many voices as possible are heard, particularly from those who may not typically engage with formal feedback systems.

Positive feedback high — but improvement stories equally valued

According to the Trust, 84% of feedback received through Care Opinion has been positive, reflecting what officials describe as the “dedication and compassion” of healthcare staff working across services.

However, leaders stress that constructive feedback is just as important in driving meaningful change.

Katrina Kelly, Assistant Director of Nursing and User Experience Unit at the Northern Trust, said:

“Patient Experience Week is a valuable reminder of why listening matters. Every piece of feedback helps us better understand the needs of our patients and improve the care we provide. We would encourage anyone who has used our services to take a few moments to share their feedback.

“With 84% positive feedback on Care Opinion, we’re proud of the dedication and compassion shown by our staff but the stories highlighting where we can do better are equally important. They help inform meaningful change and improvement.

“During Patient Experience Week, I encourage everyone to share their experience - every story matters. You can do this easily and anonymously by scanning the QR code in our facilities, visiting careopinion.org.uk, calling 0800 122 3135, or contacting our Involvement Team.”

Focus on improving care across Northern Ireland

The initiative comes as health services across Northern Ireland continue to face pressure, with patient experience increasingly recognised as a key measure of quality and performance.

By actively encouraging feedback during Patient Experience Week, the Northern Trust aims to strengthen communication between service users and healthcare providers, ensuring that services evolve in response to real-world needs.

Officials say the message is simple: every patient voice — whether praising staff or highlighting concerns — plays a direct role in shaping safer, more effective care for the wider community.

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At a glance

• Northern Trust is encouraging feedback during Patient Experience Week (27 April – 1 May)

• Nearly 4,000 patient stories already shared via Care Opinion

• 84% of feedback recorded as positive

• Feedback helps improve services and patient experience

• Patients can share views online, via QR code, by phone (0800 122 3135), or through the Involvement Team

• Feedback can be given anonymously

• Initiative aims to strengthen services across Ballymena and wider Northern Ireland