How to make an adverse comment or complaint

How to make an adverse comment or complaint

At Heart of Kent Hospice we strive to provide outstanding care and service to all our patients, families/carers and supporters. If however, you have an unfortunate circumstance and you want to make an adverse comment or have a complaint, please:

  • Raise the matter with a member of staff straight away

  • By telling us what has happened we can investigate your situation and if necessary, make changes to further improve our care.

In doing so, under our duty of candour we will be open and transparent, informing the relevant people and providing information and support to those affected. When things do go wrong, we will apologise and identify learnings to prevent it happening again.

Contact the relevant Head of Department

Each Hospice team is managed by a Head of Department who can help if you still need it. In the first instance, Annie Bubb ann.bubb@hokh.co.uk will be able to put you in touch with the relevant Head of Department.

If you would like to make a formal complaint you should follow our complaints procedure which you can download on this page or from the Hospice Reception.

If you feel unable to express yourself in order to get your view across you may choose an advocate. An advocate is someone independent from the Hospice and local authority who will support you to speak up at meetings, deal with difficult issues and help you to understand important decisions that are being made. They are professionally trained, fair and impartial. To find out more about free advocacy services you can contact:

Age UK - 01622 753618

Invicta Advocacy Network (for Dementia and Mental illness)

01322 285234 www.invicta-advocacy-network.org.uk

CROP (Citizens rights for older people)

01622 851200 www.cropkent.org.uk

Maidstone Advocacy Service: Rethink - 01622 678674

Escalate your complaint to the Hospice’s Executive Management Team

Complaints which are not resolved through our formal procedure can be escalated for consideration by the Hospice’s Executive Management Team. You should make this request in writing to our Chief Executive’s Office.

Request a review of the complaints procedure by the Chair of Trustees

If you are dissatisfied with the way that the Hospice team have responded to your adverse comment or complaint, you can request a review of the process by the Chair of Trustees who will consider whether the actions taken were appropriate and whether or not anymore could be done to help meet your expectations.

All adverse comments and complaints will be received and investigated promptly, politely and where necessary, confidentially.

This procedure does not affect your rights to have your complaint dealt with, where appropriate, through the Health Service Ombudsman. The ombudsmen are free, independent complaints services. Their details are: Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP Tel: 0345 015 4033. If your complaint relates to a fundraising or data protection issue then you can refer your complaint to the Fundraising Standards Board at www.frsb.org.uk/complaints or complaints about the Heart of Kent Hospice Lottery can be escalated to the Independent Betting Adjudication Service (IBAS) www.ibas-uk.com or the Lottery Regulator www.gamblingcommission.gov.uk

Heart of Kent Hospice, Preston Hall, Aylesford, Kent ME20 7PU

t: 01622 792200 e: enquiries@hokh.co.uk

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