Complaints
All Trust staff are here to help you, and are pleased to receive any ideas, comments, or suggestions you may have for improving our services.
If you are unhappy about any aspect of our services, you may initially like to discuss this matter with a senior member of staff, or with the relevant director.
Normally a complaint should be made within six months of the incident that caused the problem, or within six months of the date of discovering the problem. It is best to do so at the time so that any explanations or further information can be given, or prompt action taken if necessary.
Patients, carers, visitors, volunteers, customers and members of the public all have the right to complain about services which they feel to be unsatisfactory, and to have that complaint investigated by an independent person of seniority.
When a matter is raised, staff will endeavour to deal with this promptly. However, please understand that staff can be under pressure or dealing with other matters and may therefore not always be able to deal immediately with your question or concern.
All complaints will be dealt with courteously and carefully to satisfy the complainant that an investigation has been fairly and thoroughly performed and the outcome explained.
The complaint will remain confidential, and all information pertaining to the complaint will be kept locked in a cupboard, and will only be shared with staff or volunteers implicated in, or involved with, the complaint investigation.
Written complaints
Complainants should write to the Chief Executive:
Alison Ryan
Chief Executive
Weldmar Hospicecare Trust
Joseph Weld Hospice
Herringston Road
Dorchester
Dorset DT1 2SL
01305 215300
alison.ryan@weld-hospice.org.uk
All formal written complaints will be acknowledged within two working days and, following any formal investigation, the Trust will endeavour to respond in full within 20 working days of the receipt of the letter of complaint.
If you are not satisfied with the response you may write to the Chairman of the Trust at the above address.
Alternative method of contribution
If you do not wish to make an official complaint, but would like to make some comments on our service please use the Reflections leaflet. These are available from any member of staff, in reception areas or can be downloaded online (PDF 99KB). The leaflet can be sent back to us using Freepost, or handed in at one of our reception areas.
Alternative method of complaint
Complaints can also be made directly to the:
Care Quality Commission (CQC)
National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne NE1 4PA
Telephone: 03000 616161
Email: enquiries@cqc.org.uk
