Adverse Comments & Complaints

At Hospice in the Weald we aim to maintain the highest standards of care. When people using our services or those acting on their behalf offer praise - or criticism - we listen carefully. All comments or complaints will be taken seriously and dealt with promptly, sympathetically and effectively. The Hospice accepts that mistakes can happen; it views such instances as an opportunity to learn and take action to improve the service. We also keep our policies under constant review and have reviewed this policy in light of the Care Quality Commission (CQC) publication: ‘Complaints Matter’ (December 2014) and we will keep this policy under constant review.

Under our core value of being open, honest & transparent and our duty of candour we will, as part of the process of investigating adverse comments and complaints, we will offer all relevant information to relevant persons who have, or may have, been harmed while in our care, including when the relevant person is unaware of the event and has not made a complaint.

Should you wish, any member of the personnel team can provide you with the contact details of an advocacy service who will help you to discuss your concerns with us. You can comment about the quality of the service you receive at HitW to the Care Quality Commission’ on 03000 61 61 61, enquiries@cqc.org.uk, or via an online form on their website http://www.cqc.org.uk/.

We also collect the plethora of positive we receive and have a separate policy (Positive Comments Policy) in place to collect and share them internally.

The above is an extract from our Adverse Comments & Complaints policy.  To continue reading the full document, please click here.