Ideally, comments should be made in writing to David Stewart, the Chief Executive of the hospice. It is our policy to learn from your feedback and to take appropriate action speedily if required.
We have a specific procedure to ensure complaints are dealt with promptly and a full copy of this is available on request. In summary:
Any complaints made verbally will be responded to promptly and courteously, if appropriate this will be a written response from the Chief Executive. If the matter requires some investigation we will endeavour to respond within two working days.
Any complaints made in writing will always be referred to the Chief Executiver. We will acknowledge receipt of a complaint within two working days and a full response will be normally sent within five working days. More complex investigations may take up to twenty working days and if at that stage an investigation is still in progress, we will write to you explaining the delay.
If you are not satisfied with standards at the hospice you can notify the Care Quality Commission at Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA, Telephone: 03000 616161, Fax: 03000 616172,
www.cqc.org.uk Making a complaint about the hospice will at no time prejudice your care at the hospice.