Complaints Procedure

We are committed to the provision of the highest level of healthcare

North West Independent Hospital Complaints Policy

At the North West Independent Hospital our aim is to resolve complaints openly and fairly to the satisfaction of the complainant.

A complaint is “an expression of dissatisfaction that requires a response”.

We are committed to the provision of the highest quality healthcare and you have a right to expect a high standard of care and treatment.

You may wish to complain because you are:-

dissatisfied with a service provided

concerned that you have not received a service you think should be provided

Complaints are helpful to those of us who work in the North West Independent Hospital as they can help ensure that the quality of our care is not only maintained, but enhanced.

How to Complain

All complaints will be dealt with as quickly as possible and many of them may be resolved informally by the person who is organising or providing your care.

If you have a complaint we would encourage you to tell the staff who are dealing with you.  If you cannot reach agreement, or find it hard to approach the member of staff, please ask to speak to their Manager or to a member of the Hospital Management Team.

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

North West Independent Hospital
Churchill House
Main Street
Ballykelly
Limavady
BT49 9HS

The Clinical Governance Officer will ensure that your complaint is :-

  • Acknowledged within two days
  • Investigated thoroughly
  • Treated confidentially
  • Responded to fully in writing, normally within 20 working days

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.

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.

The Regulation and Quality Improvement Authority (RQIA)

The Regulation and Quality Improvement Authority (RQIA) is an independent non-departmental body.  RQIA is charged with overall responsibility for regulating, inspecting and monitoring the standard and quality of health and social care services provided by independent and statutory bodies in Northern Ireland.

RQIA does not investigate specific complaints, however RQIA has a duty to assess and report on how the regulated sector handle complaints in light of the standards and regulations laid down by the DHSSPS.  RQIA will assess the effectiveness of local procedures and will use information from complaints to identify wider issues for the purposes of raising standards.

Privately Funded 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 refer your complaint to:

If You are Dissatisfied with our Response

Itis hoped that the response you receive from us will answer your concerns.

If you are not satisfied with the local outcome you then have the right to refer your complaint to:-

Healthcare

Independent Sector Complaints Adjudication Service
Independent Sector Complaints
Adjudication Service (ISCAS)
70 Fleet Street,

London
EC4Y 1EU

*You must report your complaint to ISCAS within 6 months.

Healthcare

Independent Sector Complaints Adjudication Service
Independent Sector Complaints
Adjudication Service (ISCAS)
70 Fleet Street,

London
EC4Y 1EU

Tel: 020 753 66091
Email: info@iscas.org.uk
*You must report your complaint to ISCAS within 6 months.

NHS Funded Healthcare

The Ombudsman
The Ombudsman
Freepost BEL 1478
Belfast

BT1 6BR

Tel: 0800 34 34 24

Lessons learnedfrom complaints and changes to policy or practice as a result of the findingsof an investigation are communicated to the relevant staff. We view this as animportant element in the overall strategy of continuous improvement and qualityassurance of our service.

Help Us to Help You

People who use the North West Independent Hospital have an important responsibility to co-operate with staff in their treatment and care and to respect the rights of staff and of other patients.  By working together and by listening to each other’s views and concerns we can improve services for everyone

Thank you.

Hospital Manager

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