Comments and complaints

Your feedback

As an organisation our aim is to provide the best possible services to anyone who has contact with us. This may be within the Hospice, in the community, in our shops or at fundraising events.

We are committed to providing a quality service to all our patients, carers and visitors. To do this we need to constantly look for ways of improving the way we work. You are in the best position to judge how we are doing and we certainly need you to tell us when we get it wrong.

We strive not to give cause for complaint but every one is recorded and acted upon. Quite often we can resolve a complaint immediately. If not, we will investigate your complaint fully and deal with it quickly and confidentially.

You can make a complaint, comment or suggestion or compliment an area of our work by completing a patient satisfaction survey and returning it to the address on the form, writing a letter and passing it to a member of staff, leaving it at reception or posting to the address right:

The Director of Patient Care
St Peter’s Hospice
Charlton Road
Brentry
Bristol
BS10 6NL

Alternatively you contact us as follows:

• Tel 0117 9159 400
• Fax 0117 9159 473
• Or email us

What happens to your comments?

Both positive and negative comments will be taken seriously.

It is extremely important that we recognise the need to continuously develop our services. Comments and suggestions from anyone can help us look objectively at what we offer. These comments and suggestions can be related to the hospice environment, the care, the food, the gardens, the way staff and volunteers work, the management, the parking and so on. It would be helpful if you could consider when making your comments what you might suggest as a solution, if you are able. When we receive a comment the Director of Patient Care will acknowledge this within five working days and will write to you again within twenty working days with a response to your comment.

What happens if I have a complaint?

Most difficulties can be resolved by speaking or writing to the manager of the department involved. Please ask a member of staff for their name. If you would prefer, you may wish to speak with, or write to, the Director of Patient Care or Chief Executive. When we receive your letter, we will confirm that we have received and recorded your communication within two working days.

A senior manager will investigate your complaint and the Director of Patient Care will aim to send a full response outlining the findings within twenty working days of the receipt of your communication, unless there are complexities that make this impossible. In these circumstances we will write to let you know of the delay, and when we can expect to complete the investigation.

We will let you know the outcome of our investigation.

If you wish you can contact the Care Quality Commission for advice or help.

South West Region
Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

• Tel 03000 616161
• Email enquiries.southwest@cqc.org.uk

St Peter’s Hospice is required to provide evidence each year to demonstrate compliance with healthcare standards and is inspected at least every 5 years.