Complaints Procedure

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

 

Making a compliment, comment or complaint

 

At Kingsbridge Healthcare Group, we are committed to providing five-star healthcare service for all our patients. We welcome your compliments, comments and complaints.

We take every complaint seriously and we will investigate any complaint or address any concern you may have about the treatment you have received within Kingsbridge Healthcare Group confidentially and in a timely manner.
 

Who can I speak to?


Complaints may be made to any member of staff, for example receptionists, clinical or care staff and we would encourage those who wish to complain to do so at the time of the event so our front-line staff can resolve your complaint “on the spot” if possible. If you are not satisfied with the staff response, please ask for the Manager in charge of the department to discuss your concerns.
 

Written complaints


Alternatively, we would advise that you raise your complaint as soon as possible after the event, normally within six months of the event. Investigation is likely to be most effective when memories are fresh and the relevant evidence such as records of treatment will be easier for us to find.

We will accept complaints verbally, in writing or electronically. Should a verbal complaint be made we would ask that you formalise your complaint in writing to the Governance Manager. Please contact the complaints department if you need help with this or to discuss issues either with a member of the complaints staff or, if appropriate, a senior member of staff.

Alternatively, you can contact the Patient Client Council who can also provide assistance.

Our Complaints Policy is available on request. Please inform a member of staff if you would like a copy of the policy. Your comments help us to improve the service we provide and to ensure that other patients do not encounter the same problem.
 

What happens next?


If you have made a complaint, we will send an acknowledgment letter within 2 working days of receiving your complaint.

We will investigate the issues you raise and will endeavour to respond to you with the outcome of our investigation within 20 working days.

Some complaints will take longer than others to resolve because of differences in complexity, seriousness and the scale of the investigative work required. If we are unable to respond to you within 20 working days, we will write to advise you of this and provide you with an explanation. We will continue to update you every 20 working days on the progress of your complaint by the most appropriate means.

If your complaint is regarding services commissioned by the HSC (such as an NHS waiting list initiative patient) you have a right to refer your complaint to the referring Trust and if you remain dissatisfied to the Ombudsman following completion of the complaint’s procedure. It is for the Ombudsman to determine whether or not a case falls within that office’s jurisdiction.

Once we have provided you with a response, you should contact us within one month of our response if you are dissatisfied with the response or require further clarity or express continued dissatisfaction.

At any stage in the proceedings, we will be happy to meet with you to discuss your concerns. If you have made a complaint, we will use this to improve our service, where appropriate. All complaints and compliments are distributed and are greatly appreciated by our dedicated staff.
 
Kingsbridge Healthcare Group welcomes and values feedback from all our patients.

Governance Department
Kingsbridge Healthcare Group

Channel Wharf

21 Old Channel Road

Belfast

BT3 9DE

Tel 028 9073 5257

Alternatively you can email governance@3fivetwo.com


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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