Co-production and participation with patients, families and the wider community of Ayrshire form a key part of how we run our service and plan the future development of the hospice.
All feedback, both where we have done well and where we may have lessons to be learned, is valued and allows us to ensure we continue to provide the highest standard of care to the people of Ayrshire and Arran.
What is Co-production?
Co-production is a way of working the involves people who use health and care services, carers, staff and wider communities in the design and delivery of those services. Those users are involved from the earliest stages of the design of a service right through development and on to further evaluation. Co-production acknowledges that it is those people who have ‘lived experience’ of particular conditions that are best placed to advise on what support and services will make a positive difference to their lives.
We welcome your views. Compliments, complaints or any other feedback help us understand when we are getting things right, and give us the opportunity to address problems as they arise.
All feedback contributes to improving services, reducing incidents and enhancing the overall quality of care we provide for people across Ayrshire and Arran.
CareOpinion is a non-profit organisation which the opportunity to share your honest feedback on the care delivered by Ayrshire Hospice through an independent external website.
Raise a Concern or Complaint with us
We encourage you to raise concerns with us as early as possible. This allows us to make improvements quickly and, where possible, prevent dissatisfaction becoming a formal complaint.
- Concerns are when you highlight an issue for the first time.
- Complaints are different. They are a formal way to resolve an issue after initial attempts have been unsuccessful and you remain dissatisfied.
We take all complaints extremely seriously. Our complaints policy is designed to ensure we respond effectively, fairly and promptly. Wherever possible, we aim to resolve complaints at a local level within the hospice.
Our Process
- Complaints can be made verbally or in writing – both are treated equally seriously.
- All complaints whether related to patient care, fundraising, data protection or anything else follow the same detailed investigation process.
- Most complaints can be resolved by speaking directly to the head of the department involved. Where this is not possible, our Complaints Officer will support you.
- We aim to acknowledge your complaint within three working days.
- Your complaint will be fully investigated, and a written response provided within 20 working days.
- During the investigation, you will receive every consideration, and where appropriate an apology. We aim to find out what happened and identify what we can do to prevent the problem recurring.
- Complaints should normally be made within:
Details of your complaint must be received within:
- Six months of the event you want to complain about, or
- Six months of becoming aware you have reason to complain (within 12 months of the event itself).
Who can complain
Anyone can raise a complaint. Complaints can be made on behalf of someone else, but if a patient is involved, we are bound by patient confidentiality. In these cases we may require written consent from the patient, unless they are unable, through illness, to provide this.
Submit online
Use our secure online form to send us your concern or complaint directly.
Write to us
If you’d prefer, you can send a letter to:
Complaints Officer
The Ayrshire Hospice
35-37 Racecourse Road
Ayr
KA7 2TG
Raise a Concern or Complaint with our independent regulators
You also have the right to raise your concerns directly with the relevant regulator. You may also contact them if you are dissatisfied with the outcome of a complaint raised with us.
Healthcare Improvement Scotland (HIS)
Promotes improvement in the quality of healthcare and regulates independent healthcare services, including our clinical services.
Complaints can be made to:
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Care Inspectorate
Looks at the quality of care services in Scotland, including our Respite & Response service.
Office of the Scottish Charity Regulator (OSCR)
Regulates charities in Scotland. For non-clinical complaints relating to charity governance.
Information Commissioners Office (ICO)
The Information Commissioner’s Office (ICO) upholds information rights in the public interest, promoting openness by public bodies and data privacy for individuals.
You might also be interested in:
Strategies
Our main strategic plan, supported by a number of other strategies, sets out a clear direction for the ways in which we will develop our services.
Reports and publications
As a regulated charity and healthcare provider the Ayrshire Hospice produces a number of key reports and publications on a regular basis.
Ayrshire Hospice Board
Our Board give clear strategic guidance, steering the Ayrshire Hospice towards providing the best possible care for the people of Ayrshire and Arran.
