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Complaints Procedure

Complaints received are completely confidential and we are committed to dealing with complaints swiftly and appropriately

Patient Information

Kingsbridge North West Hospital Complaints Policy

At the Kingsbridge North West Hospital our aim is to resolve complaints openly and fairly to the satisfaction of the complainant.

A complaint is “an expression of dissatisfaction that requires a response”.

We are committed to the provision of the highest quality healthcare and you have a right to expect a high standard of care and treatment.

You may wish to complain because you are:-

dissatisfied with a service provided

concerned that you have not received a service you think should be provided

Complaints are helpful to those of us who work in the Kingsbridge North West Hospital as they can help ensure that the quality of our care is not only maintained, but enhanced.

How to Complain

All complaints will be dealt with as quickly as possible and many of them may be resolved informally by the person who is organising or providing your care.

If you have a complaint we would encourage you to tell the staff who are dealing with you.  If you cannot reach agreement, or find it hard to approach the member of staff, please ask to speak to their Manager or to a member of the Hospital Management Team.

If you wish to have your complaint dealt with more formally then please write to our Clinical Governance Officer at:

Kingsbridge North West Hospital
Churchill House
Main Street
BT49 9HS

The Clinical Governance Officer will ensure that your complaint is :-

  • Acknowledged within two days
  • Investigated thoroughly
  • Treated confidentially
  • Responded to fully in writing, normally within 20 working days

Patient Feedback

Kingsbridge North West is committed to the provision of the highest quality health care and as such each department measures performance against stringent standards and agreed targets.

We welcome the opportunity to improve our facilities and services wherever possible.

Before leaving you will be asked to complete a simple questionnaire regarding your experience with us. The views of our patients are very important to us and we find that this patient evaluation process helps ensure that the quality of our care is not only maintained, but enhanced.

Arrangements for Dealing with Complaints

We urge you and/or your relatives to raise any issues of concern with a member of staff. All complaints and concerns will be taken seriously and regardless of their nature we will endeavour to give a considerate response within an agreed timescale.

The Hospital’s complaints procedure is displayed at various locations within the Hospital and is available on request in a range of formats if required. This procedure advises you to discuss any issue of concern with the person who is organising or providing your care as very often issues may be resolved locally. If you cannot reach agreement or find it hard to approach the member of staff please ask to speak to their Manager.

We will acknowledge all complaints within two working days and endeavour to fully investigate and reply to you within 20 working days. In the event that a complaint investigation becomes protracted we will keep you informed by letter of the reasons for the delay in concluding the investigation.

The Regulation and Quality Improvement Authority (RQIA)

The Regulation and Quality Improvement Authority (RQIA) is an independent non-departmental body.  RQIA is charged with overall responsibility for regulating, inspecting and monitoring the standard and quality of health and social care services provided by independent and statutory bodies in Northern Ireland.

RQIA does not investigate specific complaints, however RQIA has a duty to assess and report on how the regulated sector handle complaints in light of the standards and regulations laid down by the DHSSPS.  RQIA will assess the effectiveness of local procedures and will use information from complaints to identify wider issues for the purposes of raising standards.

It is hoped that the response you receive will answer your concerns. If you are not satisfied with the outcome of our investigation you then have the right refer your complaint to:

If You are Dissatisfied with our Response

It is hoped that the response you receive from us will answer your concerns.

If you are not satisfied with the local outcome you then have the right to refer your complaint to:-


Independent Sector Complaints Adjudication Service
Independent Sector Complaints
Adjudication Service (ISCAS)
70 Fleet Street,


Tel: 020 753 66091
*You must report your complaint to ISCAS within 6 months.

NHS Funded Healthcare

The Ombudsman
The Ombudsman
Freepost BEL 1478


Tel: 0800 34 34 24

Lessons learned from complaints and changes to policy or practice as a result of the findings of an investigation are communicated to the relevant staff. We view this as an important element in the overall strategy of continuous improvement and quality assurance of our service.

Help Us to Help You

People who use the Kingsbridge North West Hospital have an important responsibility to co-operate with staff in their treatment and care and to respect the rights of staff and of other patients.  By working together and by listening to each other’s views and concerns we can improve services for everyone.

Thank you.

Hospital Manager

Patient Testimonials

"I had surgery here at the weekend and I can't recommend this place highly enough. They took great care of me and kept me at ease throughout my stay. The staff were brilliant, really friendly and chatted away and the food was top class. This hospital was better than any hotel I wonder could I book a weekend away in it when I fully recover?" Mr McGinnity, Kingsbridge Patient
"EXCELLENT - Had surgery today under the very caring Dr Stewart and her team. I cannot thank her enough for all she’s done for me over the past few months. Everything was explained to me in detail and all my care was considerate, professional and compassionate. Everyone I’ve met today has been beyond kind from Will the Anaesthetist, the Nurses and theatre staff, the catering staff - there has been no exception. Thank you all for taking care of me so well today - look forward to getting home tomorrow x" Mrs McAleavey, Kingsbridge Patient
"Hospital spotless and clean.   Staff were so caring couldn’t do enough for me and made sure I was comfortable. Give the place 10 out of 10. Had surgery yesterday and treatment was first class" Ms Demirtas, Kingsbridge Patient
"Their service was excellent and convenient location!" Ms Kneale, Kingsbridge Patient
"Just received surgery at this hospital and I couldn't have been made to feel any more comfortable from the minute I stepped in until the minute I left. All the staff are wonderful and so friendly I will highly recommend this hospital to everyone" Ms McGivern, Kingsbridge Patient
"Had eye surgery here twice for cataracts and lens replacement. Super smooth service from start to finish. Very happy" Ms Jones, Kingsbridge Patient
"As hospitals go this one is pretty amazing! Had surgery with Mr Molloy at the end of October and have another one the end of this month. Mr Molloy is a gentleman who puts you at ease right away and ensured my last procedure went smoothly! From start to finish all the hospital staff go above and beyond to make your stay as comfortable and stress free as possible. The facilities are brilliant with the rooms spacious and modern to recover in. Keep up the good work!" Ms Roulston, Kingsbridge Patient
"My mother had a total hip replacement surgery. We stayed for three days and were discharged today. Honestly, words can't describe the quality of the job and care they do. The doctors Roger Wilson, Sherman, David, the nurses Susan, Sinead, Siobhan, Andrea, the catering staff who provided customised halal food, and the remaining team whose names I cannot remember were the kindest, nicest, politest, the most caring, professional and pleasant people we have ever come across in healthcare environment. These are true gems and real stars. We are indebted to their treatment.
They are 7 star people. We love you!" Mr Yourish, Kingsbridge Patient
"Great friendly staff the nurses go way and beyond.  The hospital is spotless, and the service is second to none." Ms Croke, Kingsbridge Patient
"Currently just back from recovery on the ward. I have just had ACL reconstructive surgery on my left knee. What can I say? This place is brilliant. I arrived at 8.35am, taken to the ward at 8.45am (my admission time was 9am). Tended to by a lovely Nurse. Dr Roger Wilson spoke to me around 9.45am, in Theatre for 10am, recovery for 11.10am and now currently back on ward. These guys are awesome. From the consultant to anaesthetist to nurses to cater assistants. Absolutely brilliant. Thank you so much. I am so grateful to everyone at Kingsbridge for the service." Mr McNicholl, Kingsbridge Patient
"I just had a total hip replacement done by Mr Molloy.  He made me feel totally at ease (a real gentleman). I had 1st class treatment and as for the staff they couldn’t do enough for me. My experience was excellent from the time I arrived until the day I left for home. Thanks a million to all involved." Miss Bennett, Kingsbridge Patient
"Excellent experience with Kingsbridge Hospital, my dad had a day procedure here recently and not only did he receive fantastic care, but so did myself and my mum. The staff were so understanding and without saying anything could see I was looking after my mum also who has dementia, they went above and beyond to make the time spent waiting on my Dad as pleasant and stress free as possible, I will never forget the extra mile they went to, to support us. Many thanks x" Ms Forde, Kingsbridge Patient
"I have just been discharged from Kingsbridge today after surgery and was in for 3 days. From start to finish my experience was excellent. From catering staff up to senior nurses and doctors they were all fantastic and made my stay a positive experience. As a nurse myself I probably have high expectations of care and I certainly experienced the best of care in Kingsbridge who have staff they should be proud off.  Great teamwork." Ms Armstrong, Kingsbridge Patient
"I recently had my gall bladder removed. All of the staff I had to deal with were excellent and professional. It was the best treatment I have ever received." Ms Burrows, Kingsbridge Patient
"I got my tonsils out yesterday, all the staff were so pleasant and nothing was too much for them. I really did receive one to one care. They just had so much time for me. The food was lovely and the staff from the kitchen where first class. Glad I received my surgery here." Miss Wright, Kingsbridge Patient
"The service and staff are first class.  Had my cataract operation done on the 20th of January and I would like to thank all the staff of this fantastic hospital for giving me my life back.  You are all a credit to your profession.  Excellent service and I would highly recommend you.  Once again thank you so much and I am truly grateful to you all." Mr Doolan, Kingsbridge Patient
"Amazing 5-star hospital.  Have had other surgery here before on my back.
Yesterday's was a neck disc replacement operation.  I would highly recommend this hospital like a hotel manner. Thanks again guys." Mr Phillips, Kingsbridge Patient
"I recently got an MRI scan at Kingsbridge and was very impressed with how simple the process was and how little time I had to wait. The staff were friendly, and it was an all-round pleasant experience." Mr Sharkey, Kingsbridge Patient
"Can’t praise Kingsbridge Private Hospital enough!! I had an operation a couple of weeks ago and I was so well looked after. My surgeon Mr Rashid was fantastic, and the nursing staff was also fabulous. I found they communicated very well to each other, so everyone knew when my meds were due, my allergies etc. They were so kind, so lovely, constantly checked to see how I was i.e. my temperature etc. The food was fabulous and the catering staff very helpful having had an operation were very happy to accommodate ... Thank you to all!" Ms Cheong, Kingsbridge Patient
"Staff very friendly and very efficient. Surgeon and surgery top class. Big thanks to the Nurses for all their care and patience" Mr Howard, Kingsbridge Patient
"I was in your facility yesterday for a day procedure (operation on my left arm). I wanted to write and express how impressed I was with the facilities and more importantly the staff on the Ward.

Everyone was excellent, and I mean excellent, i don't normally write congratulatory e-mails so this is high praise in my view. The Senior nurse was excellent, as was the Theatre nurse and the anaesthetist. Even the assistants that helped with catering and other duties. All came together to form a great impression of the establishment." Jason Carpal Tunnel Surgery, Kingsbridge Patient

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