How to provide feedback

Making a comment, compliment or complaint

At Woodlands Hospice we actively encourage feedback from all our patients, and their relatives, carers, or friends, on the services we provide. It is really important for us to know if your experience of Woodlands has met your expectations, or whether there is anything we can do to improve our services.

You can let us know what you think in a number of ways

Talk with your key worker or nurse in charge about the standards of care you receive, the environment, the staff, the food or any other aspect of care you wish to comment on. Please raise any areas of concern as we are very keen to address any issues you may have. Please be assured that your care, treatment and support will not be affected in any way if you need to raise issues. Please also feel free to tell us about anything you have particularly appreciated.
Note your comments on our leaflet available at the Hospice – You may find it easier to simply complete the short questions at the back of our leaflet. You can post your response in the “Comments, Compliments and Complaints” box on the desk at reception (or hand it to any member of staff who will post it into the box for you).
Write to the Chief Executive - Correspondence details are below.
Participate in our Annual Patient Satisfaction surveys – these provide an opportunity for patients attending the Hospice to comment on all aspects of the services we provide. We may also, at times, contact patients who have been discharged from the service to complete an evaluation form.

Complaints

Whilst we strive to provide a high standard of care at all times, in a clean and safe environment, there may be occasions when you feel unhappy with some aspect of the service you have received and we are very keen to learn from these occasions. All complaints will be taken seriously and investigated fully. If you wish to make a complaint, you can do so either verbally or in writing.

Verbal Complaints

Ask to speak to the manager in charge of the service, or the nurse in charge of that particular shift, and tell them that you wish to make a complaint. Explain the issue that is concerning you, giving as much detail as possible. The person you speak to will make a note of what you have said and report it immediately to a member of management. We will then be able to deal with your complaint and put steps in place to improve our services for the future.

Formal written complaints

If you prefer to put your complaint in writing please include as much detail as possible in your letter and address it to the Chief Executive of the Hospice.

The Chief Executive, with the support of the Executive Management Team, will ensure your complaint is fully investigated and will write back to you addressing every issue you raise. In some cases you may be invited into the Hospice to discuss the matter further. In either case you will receive an acknowledgment letter describing how your complaint is being looked into.

Who else can you contact with comments, compliments or complaints?

The Care Quality Commission (CQC)

The Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England and, as such, will regularly review the services we provide to ensure we are meeting essential standards of safety and quality within the medical and clinical services provided.

They are happy to receive any comments, compliments or complaints which help them to monitor the services provided. With regard to complaints, they do not deal with them individually but will note your concerns.

NHS Complaints procedure

As Woodlands Hospice receives some grant monies from the NHS you could make a complaint through the NHS Complaints procedure by contacting your local Clinical Commissioning Group (CCG). Details of how you can do this can be found on the NHS Choices website at www.nhs.uk/choiceintheNHS/Rightsandpledges/complaints/Pages/NHScomplaints.aspx

Ombudsman

If you are not satisfied with the findings or outcome of your complaint you have the right to refer the matter to the Parliamentary and Health Service Ombudsman at: www.ombudsman.org.uk/

Correspondence details

Woodlands Hospice Chief Executive
Mr Robert Johnston
Woodlands Hospice Charitable Trust
AUH Campus
Longmoor Lane
Liverpool L9 7LA
0151 529 8648

Care Quality Commission
PO Box 1245
Newcastle upon Tyne
NE99 5AF

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP