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Comments and complaints

Comments and suggestions

Your views are important to us and we welcome your comments and suggestions. They help us to know what we are doing well and where we can do better. Please feel free to complete one of our comment cards in the hospice to let us know what you think, or you can fill out our online survey below.

 

Online survey

Duty of Candour

As an organisation we recognise the importance of openness and honesty. When things go wrong we will acknowledge where we went wrong, and we will be clear and swift in our apology. We recognise the expectations of our patients and carers and we will support you whilst reflecting and learning. We will take responsibility and put in place what is required to reduce risk and improve the way that we care so that you can remain confident in the service that we provide.

Complaints

We are focused on providing the best care and support that we can. However we are aware that sometimes we may not get it quite right. If that happens we would like to know about it as soon as possible. This will help us to give you the service you deserve and help us to improve our services for others.

 

We understand that you might feel uneasy discussing any issues you have with us, because you fear it might affect your or your loved one’s day-to-day care, or the relationships you have built with our staff. However please be reassured that any matter brought to our attention will be dealt with quickly and in confidence.

 

We will focus on trying to put right whatever is causing you concern. If you do have an issue you wish to bring to our attention, please speak to any member of staff or call the Head of Quality and Patient Experience on 01372 461827.

 

A copy of the Complaints Procedure is available below or from reception on request.

 

Complaints Procedure Back to top