Comments, concerns and complaints

Comments, concerns and complaints are valuable and are acknowledged as a way in which to help the hospice identify areas for improvement and highlight areas not previously recognised.

This process inevitably improves services, reduces incidents and enhances overall quality.  Reporting and dealing with concerns, suggestions and complaints leads to a better service for our patients, supporters and customers, preventing dissatisfaction becoming a complaint.

Complaints are different to concerns.  They are a formal way to resolve an issue after initial attempts have been unsuccessful – the person raising the issue remains dissatisfied and wants to take the matter further.  We would encourage concerns to be raised with us as early as possible, before they become a complaint.  This will allow us to make earlier interventions and improvements.  However we do understand that this may not always be possible.

Complaints, verbal and written, are dealt with in a swift and effective manner which ensures complete fairness for both staff and complainant. 

The complaints procedure is responsive and flexible to address the issues identified by the complainant. It is accessible to the public online and in hard copy and it is available in other languages and formats on request.

Read our Comments, concerns and complaints policy and procedure.

Download our Comments, concerns and complaints leaflet.

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