Making a compliment, comment or complaint
Kingsbridge Hospital is 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.
Complaints Related To A Non-Surgical Cosmetic Treatment
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 contact details of the Clinic Manager.
Written complaints
We strive to provide the highest level of service at all times, however we do realise that from time to time there may be issues arising which lead to dissatisfaction with the services we provide.
We would encourage all clients to raise concerns directly with the Deputy Manager Stephanie Lowry. Should any client wish to make a suggestion or a complaint in writing, it should be addressed for the attention of Stephanie Lowry at the address detailed below, alternatively it can be sent by email to contactus@kingsbridgeprivatehospital.com
Complaints will be acknowledged within 2 working days and a response will normally be provided within 21 days, once the issues raised have been fully investigated.
Kinsgbridge Cosmetic Surgery Clinic
Maypole Clinic
5 – 7 Shore Rd
Holywood
BT18 9HX
Complaints Related To A Cosmetic Surgery Treatment
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.
Compliance Department
Kingsbridge Healthcare Group
Channel Wharf
21 Old Channel Road
Belfast BT3 9DE
Tel 028 9073 5257
Email: governance@kingsbridgehealthcaregroup.com
or
Registered Manager Kingsbridge Private Hospital
811 - 815 Lisburn Road
Belfast BT9 7GX
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.
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