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Comments, Complaints and Compliments
Your Feedback
We are committed to providing a quality service to support you and your loved ones. To do this we continuously look at ways of improving the way we work. We would greatly appreciate your feedback so that we can ensure other patients and their loved ones receive the best care possible.
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We strive not to give any cause for complaint but every comment is recorded and acted upon. Quite often, we can resolve a complaint immediately. If not we will investigate and deal with it quickly and confidentially.
If you have any problems with our services, however small, please raise them at the time, as it is much easier to help if we know you are not happy.
What to do if you are not happy with the care you receive
We have a formal complaints policy and procedure and any written complaint should be addressed to our Chief Executive, Alison Moorey.
Complaints will be acknowledged within two working days of receipt and you will receive a full written response following a full investigation within twenty working days of receipt. If you would like a copy of the policy and procedure, please ask a member of staff. It is often appropriate for a complainant to meet a senior member of staff and we are always pleased to talk through any issues.
Care Quality Commission
The Hospice is registered and inspected by the Care Quality Commission (CQC) under Health and Social Care Act 2008 (Regulated Activities) Regulations 2010.
The CQC as part of their inspections may wish to make contact with you or your family about your experience of our services.
A copy of the CQC report may be obtained from the Hospice or directly from the CQC. Reports are also published on the Care Quality Commission’s website www.cqc.org.uk and our St Wilfrid’s Hospice website www.stwh.co.uk.
Complaints may also be made directly to the Care Quality Commission, Finsbury Tower, 103105 Bunhill Row, London EC1Y 8TG, telephone 03000 616161
Suggestions on this guide.
If you have, any suggestions or comments about this Patient Guide please talk to any member of staff or alternatively write to Editor, Marketing and Communications at St Wilfrid’s Hospice, Walton Lane, Bosham, PO19 8QB, or email editor@stwh.co.uk
If you require a translated, audio or large print version of this guide, please ask.
