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Complaints

Information on how to make a complaint about any of Weldmar Hospicecare's services or functions

All Weldmar staff are here to help you, and are pleased to receive any ideas, comments, or suggestions you may have for improving our services.

We are also anxious to hear if you are unhappy about any aspect of our services so we can make improvements. When a matter is raised, we will try to deal with it promptly.

Who can complain?

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 a person of seniority who was not directly involved.

Is there a time limit?

While it is helpful to raise issues that concern you promptly so that any explanations, or further information can be given, or action taken if necessary,  it may be that your concerns do not come into focus for a while so please feel free to give your feedback at any time.

How do I make a complaint?

You are welcome to discuss your point with a senior member of staff or Director before deciding whether to make a formal complaint, and they can help you through the process. You can of course ask a friend or relative to help you, or to complain on your behalf.   Complaints can be written, via email or verbal.

Written Complaints

All written complaints should be sent to:

Chief Executive
Weldmar Hospicecare
Joseph Weld Hospice
Herringston Road
Dorchester
DT1 2SL

or by email to caroline.hamblett@weld-hospice.org.uk

Verbal Complaints

If you speak to a member of staff they will write down what you say and send it to the Chief Executive who will treat it as if it had been received in writing.

What happens when a complaint has been made?

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.

All formal written complaints will be acknowledged within two working days, and following any formal investigation,

All formal written complaints will be acknowledged within two working days, and following any formal investigation, we will try to respond in full within 20 working days of receipt of the letter of complaint. If this is not possible you will be sent a letter telling you why.

Who knows that I have complained?

The complaint will remain confidential; all information pertaining to the complainant will be stored on a password protected database and paper copies will be kept locked in a cupboard. Information will only be shared with staff or volunteers implicated in, or involved with, the complaint investigation.

What can I do if I am not happy with the answer?

If you are not satisfied with the response you may write to the Chairman of the Trust at the address above.

Alternative method of complaint – patient care only

We hope our investigation will give you a full answer, however, if you are still dissatisfied you can also report your concerns to the Care Quality Commission (CQC).  You can write to them at

Care Quality Commission
Citygate
Gallowgate
Newcastle on Tyne
NE1 4PA

Telephone them on 03000 616161

or visit their website at www.cqc.org.uk

Alternatively, you can ask Dorset CCG to consider the complaint response and advise.  Please be aware that they are not able to investigate your complaint. You can write to them at

Dorset Clinical Commissioning Group
Vespasian House
Barrack Road
Dorchester
DT1 1TG

Or telephone them on 01305 368926 or email them at complaints@dorsetccg.nhs.uk

Outside help to complain

If you would like help, Dorset Advocacy offers advice and support in making a complaint.  This service is free of charge.  They can be contacted on 0300 343 7000.

Equality and diversity statement

Weldmar Hospicecare recognises, values and respects that each person is unique. Weldmar is against any form of discrimination due to race, ethnicity, religion or belief, gender, sexual orientation, transgender status, disability, age or caring responsibilities.

Weldmar is aware that discrimination stops people being treated equally.

Weldmar is committed to being fair and equal in the delivery of service in all areas.

Complaints made 2015/2016

A summary of complaints made to Weldmar Hospicecare during 2015/2016 is available within our Quality Account document.

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