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.
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.
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.
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.
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.
"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