We will, at all times, make every attempt to provide a service and environment that will prevent any need for a complaint being made. However, sometimes we don’t get this right and if you have any concerns about any aspects of our service we welcome your comments.
We will, at all times, make every attempt to provide a service and environment that will prevent any need for a complaint being made. However, sometimes we don’t get this right and if you have any concerns about any aspects of our service we welcome your comments.
All concerns, comments and complaints are taken seriously because they give us a chance to improve our services for our patients and their families. If you raise a concern, this will not affect your care in any way. If we have a meeting with you to try and resolve your concerns, we will write to you with a summary of the matters discussed.
We aim to provide a Complaints Procedure that is:
- Easy for patients and carers to use;
- Aimed at complaints being resolved quickly;
- Responsive to the results of complaints so that actions are taken to prevent recurrence.
How do I make a complaint?
If something has gone wrong, we would like to, if possible, sort it out straight away. If you are in the hospice, the best person to talk to is the nurse in charge of the ward or clinical service e.g. Day Services, Outpatient clinics. Alternatively, please ask at reception, and they will direct you to the right person. If we are providing care for you or your loved one at home via our Outreach team then please ask to speak to the Outreach Manager.
Please tell them your complaint or comments and they will try to resolve any concerns that you have. It is hoped at this stage that any problem areas will be addressed immediately. If you would like to discuss issues further please feel free to ask to speak to a manager.
If you are not satisfied with the result, please feel free to telephone or write to the Quality, Governance and Compliance Lead with your concerns which will then be dealt with as a formal complaint.
If you’d rather write to us, you can do so by sending a letter to this address:
Quality, Governance and Compliance Lead
Bury Hospice
Rochdale Old Road
Bury
BL9 7RG
What happens next
- A written acknowledgement of your complaint will be sent to you within two working days of receiving it.
- You can expect that we will investigate the issues thoroughly and the Chief Executive will send a written response within twenty working days of receipt of your complaint, explaining the results of the investigation and any action taken
- If it is not possible to send you a written response within twenty working days, the Chief Executive will write to you and explain why. If following the explanation you wish to meet with the Chief Executive we will arrange an appointment for you.
Is there a time limit for making a complaint?
It is best to tell us as soon as possible and within 12 months of the event happening or within 12 months of discovering you have cause to complain. Complaints received outside of these timescales may still be investigated if there is a reason the complaint could not be made earlier and only if it is still possible to investigate what happened.
The time limits for legal action are different and depend on the sort of legal action you are considering.
Will my care be affected if I complain about your services?
No. If you make a complaint this will not affect your care in any way. Any information you give will be treated in confidence and with sensitivity. Information about your complaint will be kept separate from any clinical records.
What will happen when I raise my concern?
We will acknowledge your complaint within two working days from the date we receive it. Where possible, we will discuss your complaint with you to understand what has happened. We will also talk about:
- how long it will take us to investigate your complaint
- what you would like to see happen as a result of your complaint
- the way in which we will investigate your complaint
- how you would like to receive your response – for example, by telephone or letter
What if I’m not satisfied with your response to my concerns?
If you are not happy with our response and feel that we have not addressed your concerns, or that we have missed something, please contact us. We will see if there is anything further that we can do to resolve your complaint, and try to address any outstanding issues.
If you are not happy with how we have dealt with your complaint and would like to take matters further, we have provided details below of organisations that will help with this. These bodies are independent, and the service they provide is free.
Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman deals with unresolved complaints about health services and care in England. You can contact it by visiting the Parliamentary and Health Service Ombudsman website , or by phone on 0345 015 4033 (Monday to Friday 8:30am-5.30pm).
Care Quality Commission
The Care Quality Commission regulates the care that we provide. The CQC can be contacted by utilising the below information:
North West Region
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
