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Kingsbridge Help & Support

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Kingsbridge Hospital

UK 028 90 667 878  ROI 048 90 667 878 

Sligo Hospital

ROI 071 916 2649 

Cross Border Health Team

ROI 048 9068 8858 

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Complaints Procedure

We welcome your complaint. Hopefully we can learn from it and put in place the measures to prevent issue reoccurring, so that we do better next time. 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.

Verbal Complaints - 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.

Your comments help us to improve the service we provide and to ensure that other patients do not encounter the same problem.

Kingsbridge Healthcare Group welcomes and values feedback from all our patients.

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

Kingsbridge Belfast
Compliance Department
Kingsbridge Healthcare Group
Danesfort Building, 221 Stranmillis Road, Belfast, BT9 5UB
Email: governance@kingsbridgehealthcaregroup.com

Kingsbridge North West Hospital
Compliance Department
Kingsbridge Healthcare Group
Churchill House, Main Street, Ballykelly, Limavady, BT49 9HS
Email: governance@kingsbridgehealthcaregroup.com

If you are an NHS patient and remain dissatisfied with the management of your complaint, you have the right to refer your complaint to the Trust that referred you and the ombudsman online, by phone or in writing:

Northern Ireland Public Services Ombudsman
Progressive House, 33 Wellington Place, Belfast, BT1 6HN

Telephone: 028 9023 3821
Text Phone: 028 9089 7789 Freephone: 0800 34 34 24
Email: nipso@nipso.org.uk 

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

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 14 days 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.

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.