We work very hard to provide the highest standards of care to all our patients, and their loved ones. However, we are aware that we may not always get it right. We believe any concerns or complaints are an opportunity for us to learn and improve. If you make a complaint, it will not be recorded in your medical notes or that of your relative and will not affect future care in any way.
Raising a concern or making a complaint
Letting us know
You can talk to any member of staff. They will do their best to resolve the issue or will speak to a senior manager if more action is needed.
If you prefer, you can call the Hospice on 01543 432031 and ask to speak directly with the Interim Director of Clinical Services, Leon Ratcliffe, for clinical complaints.
For non-clinical complaints, please ask to speak to the Chief Executive Officer, Elinor Eustace. You could also write directly to the Chief Executive at:
St Giles Hospice,
Fisherwick Road,
Lichfield,
WS14 9LH
What happens next?
Should we receive a written complaint we will write back to you within two working days to confirm we have received your letter or email. A senior manager is then asked to look into your concerns. We may ask to meet you, or speak to you on the telephone, to help us more fully understand the problem. We will do our best to give you a full reply as quickly as possible. We always aim to give a complete reply within 20 working days from receiving your complaint. If the issues are complicated it may take us longer to investigate fully. If this is the case, we will still write to you to update you.
What if I’m still not satisfied?
If you feel you would like to take your complaint further, you can ask for the hospice’s Board of Trustees to review your complaint. You can also inform our regulators, the Care Quality Commission, to make them aware of your complaint:
Care Quality Commission National Correspondence,
Citygate, Gallowgate,
Newcastle upon Tyne,
NE1 4PA
Telephone: 03000 616161
www.cqc.org.uk
You may wish to contact the Healthwatch Staffordshire NHS Complaints Advocacy Service on 0800 161 5600 or visit Healthwatch’s help to make a complaint.
