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Complaints Procedure

Patient Feedback

The North West Independent Hospital is committed to the provision of the highest quality health care and as such each department measures performance against stringent standards and agreed targets.

We welcome the opportunity to improve our facilities and services wherever possible.

Before leaving you will be asked to complete a simple questionnaire regarding your experience in the North West Independent Hospital. The views of our patients are very important to us and we find that this patient evaluation process helps ensure that the quality of our care is not only maintained, but enhanced.

Arrangements for Dealing with Complaints

We urge you and/or your relatives to raise any issues of concern with a member of staff. All complaints and concerns will be taken seriously and regardless of their nature we will endeavour to give a considerate response within an agreed timescale.

The Hospital’s complaints procedure is displayed at various locations within the Hospital and is available on request in a range of formats if required. This procedure advises you to discuss any issue of concern with the person who is organising or providing your care as very often issues may be resolved locally. If you cannot reach agreement or find it hard to approach the member of staff please ask to speak to their Manager.

You may also raise your concerns formally with the Hospital Director, either by telephone or in writing.

We will acknowledge all complaints within two working days and endeavour to fully investigate and reply to you within 20 working days. In the event that a complaint investigation becomes protracted we will keep you informed by letter of the reasons for the delay in concluding the investigation.

It is hoped that the response you receive will answer your concerns. If you are not satisfied with the outcome of our investigation you then have the right to refer your complaint to the NI Commissioner for Complaints (Ombudsman) at the address below:-

The Ombudsman

Freepost BEL 1478

BELFAST

BT1 6BR

Telephone: 0800 34 34 24

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Web: www.ni-ombudsman.org.uk

Lessons learned from complaints and changes to policy or practice as a result of the findings of an investigation are communicated to the relevant staff. We view this as an important element in the overall strategy of continuous improvement and quality assurance of our service.