The policy of The Prince of Wales Hospice regarding complaints is to respond to any complaint speedily and to learn from any complaint and take any appropriate action to improve services.

Any complaints made verbally will be responded to promptly and courteously.  All staff have a duty to report a complaint to their line manager.  In the event that the line manager believes a formal written response is required the General Manager will be informed.  If you wish to speak to someone outside the clinical area about a complaint you will be referred to the General Manager during working hours.  Where we are unable to respond immediately and further investigation is required we will endeavour to respond within two working days.

Any complaints made in writing will be referred to the General Manager for investigation and response.  We will acknowledge receipt of all written complaints within two working days unless a full response will be normally sent within five days.  Where it is not possible to resolve a complaint within five days we will endeavour to make a full response within twenty working days.  If an investigation is still in progress we will write to you explaining the delay.

A full copy of the Hospice Complaints Policy is available on request from the Therapeutic Team Manager or General Manager.

You can also notify the Healthcare Commission if you are not satisfied with the standards within the Hospice:  Healthcare Commission, Kernal House, Killingbeck Drive, Killingbeck, Leeds, West Yorkshire, LS14 6UF.