We welcome all your views – please let us know what you think about our services
If you’re particularly pleased with any part of our service we’d like to hear about that. We will be happy to pass your comments on to the people involved.
We aim to provide the highest standards of care, support and services to our patients, families, friends, visitors and others who access our services. If you have a suggestion on how we can improve our service, we’d like to hear it. You can contact us by phone, email or talk to us in person. Our contact details are overleaf.
We recognise that there may be times when you are not completely satisfied with our service and you may wish to inform us. You may prefer to ask someone you trust to make a complaint on your behalf.
If we get it wrong, we want to know about it as soon as possible. Ideally, you should raise your concerns with a member of staff as they may be able to resolve any mistake or misunderstanding without the need for a formal complaint. However, if you do wish to proceed with a formal complaint you can do so by talking to a staff member, either in person or by phone. You may prefer to put your complaint in writing at the address overleaf marking it for the attention of the:
- Director of Patient Services and Quality (for clinical complaints)
- Director of Income Generation (for complaints regarding fundraising, retail activity and the lottery)
- Chief Executive or Head of Quality and Assurance for any other complaints – they will be forwarded to the appropriate Service Manager
Taking this action won’t affect any service you receive now or in the future from Peace Hospice Care.
What will happen to my complaint?
Whether you make your complaint verbally or in writing we will:
- Register it in the Peace Hospice Care Complaints Register
- Acknowledge it in writing within five working days
- Send you a copy of our complaints policy and procedure
- Investigate your concerns thoroughly
- Aim to provide you with a written response within 20 working days
If it is not possible to send a full response within this timescale, a letter explaining the delay will be sent to you.
We keep records of all complaints and their outcomes to:
- See where we need to make changes and improve our services
- Make sure we are dealing with complaints effectively and consistently
If you are still dissatisfied following a clinical complaint you can contact the Care Quality Commission on 03000 616 161 or visit: www.cqc.org.uk The Care Quality Commission review any recorded complaints during their regular inspections.
If you are still dissatisfied following a non-clinical complaint you may contact other regulatory bodies, such as the Advertising Standards Authority and the Charity Commission.
Peace Hospice Care
Call: 01923 330 330