Complaints Procedure

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

Patient information

In order to assist us with any complaint or concerns you may have, it is important that you bring this to the attention of the nurse in charge or ward manager as soon as possible. It is important that we investigate your complaint or deal with your concerns. We have a complaints policy that is available on request.

Our Complaints Policy and Procedure is in place to support patients, their families and Kingsbridge Private Hospital staff.

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

Complaints, Concerns, Comments and Compliments

Patient feedback in relation to the quality of our services is reviewed and any required change in our service is assessed for implementation.

There is a formal process for the management and handling of complaints from patients. This is documented in the Complaints Procedure. The Policy provides for appropriate investigation and a timely response to the complainant and, if required, the means for the patient to take the complaint to the appropriate regulatory authorities.

To ensure that the service we provide matches your needs and your expectations, we welcome any comments you may care to make.

As one of our patients, you are perfectly entitled to make a complaint at any time. If you wish to complain about the service you receive from us then you should follow the steps below.

If possible, the problem should be discussed with one of our Medical, Nursing or Administrative staff who will do their best to resolve the problem quickly.

If you feel unable to discuss the problem in this way or you feel they are unable to resolve the problem, then you should contact the General Manager at Kingsbridge Private Hospital. If possible, at this stage, you should record your complaint in writing and send it to Kingsbridge Private Hospital. You may wish to ask a friend or relative to write out the complaint for you which, if possible, you should sign.

If we receive a written complaint, it may take a little time to consider it fully, but we will write to you within one week to acknowledge receipt of the complaint and to inform you of the steps we are taking to resolve it.

If no immediate solution is found, we will investigate the complaint fully, contacting those concerned. We will then write to you within a further three weeks with details of our findings, any action we have taken and proposals to resolve your complaint.

Governance Department 3fivetwo Group

Channel Wharf

21 Old Channel Road

Belfast

BT3 9DE

Tel 028 9066 7878


If you are an NHS patient and remain dissatisfied, you have the right to refer your complaint to the Ombudsman, contact details are:

The Ombudsman Freepost BEL 1478 Belfast BT1 6BR

or

The Ombudsman 33 Wellington Place Belfast BT1 6HN

Tel 028 9023 3821

Freephone 0800 343 424

Email ombudsman@ni-ombudsman.org.uk

The Regulation and Quality Improvement Authority (RQIA) is a Regulatory Body and will have no part to play in the resolution of complaints. However, RQIA will be notified of any breach of regulations

or associated standards and will review the matter and, as a Regulatory Body, will take whatever appropriate action is required.

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