Making a complaint about care
We also want to know if you or your family are dissatisfied with any aspect of your stay at the hospice or your child’s care. Our aims when receiving a complaint are to:
- Look very carefully into the complaint.
- Explain what we have found out and, if appropriate, to apologise for any shortcomings.
- Learn from the complaint and take action to improve our service.
If you wish to make a complaint
You can do this verbally or in writing in the first instance to the Head of Care or to the Director of Care. If you prefer, you can share your concerns with your ‘contacts’ on the Care Team or to one of the Senior Team Leaders, who can then communicate your concerns to the Head of Care on your behalf.”
Once we receive a complaint, we will acknowledge this with you in writing within two working days and will make sure you are informed about the complaint process.
The Head of Care, or in their absence a Senior Team Leader, will look carefully into the details of the complaint and will undertake a full investigation.
Following the investigation, the Head of Care will respond to you in writing within twenty days of receiving your complaint. If for any reason the investigation into the complaint takes longer than twenty days, the Head of Care will write to you and explain why this is and will give you an update on the progress of the investigation. In these circumstances a full written response will be sent to you within five days of the investigation being completed.
We hope that you will be satisfied with the investigation into your complaint and the response, but if you do not feel we have responded adequately then you may either ask for a review of the complaint by a small panel of the Children’s Hospice South West Trustees, or you can ask the Care Quality Commission to investigate.
To contact the Children’s Hospice South West Trustees then write to: Tricia Morris, (Chair of the Trustees) Little Bridge House, Redlands Road, Fremington, Barnstaple, North Devon EX31 2PZ.
To contact the Care Quality Commission then write to: Citygate, Gallowgate, Newcastle-upon-Tyne NE1 4PA. Telephone: 03000 616 161
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