Here at East Cheshire Hospice we strive to provide the highest level of care to all that use our services. To ensure that we meet your expectations we think it is important to receive feedback from our patients and their relatives, friends or carers.
We aim to provide the highest standard of care, but if you’re unhappy with any aspect of our service, we welcome your feedback to help us improve. All complaints are taken seriously and fully investigated. You can make a complaint verbally or in writing. accordingly. All complaints will be taken seriously and investigated fully. If you wish to make a complaint, you can do so either verbally or in writing.
If you would like to report a complaint verbally, please inform a member of staff who will make sure you have the opportunity to speak to a staff member in charge. They will then take all the details of your complaint and pass it on to management who will deal with the request and put the necessary steps in place to improve our services for the future.
If you prefer to put your complaint in writing please include as much detail as possible in your letter and address it to the Hospice Director. The Hospice Director, with the support of the Senior Management Team, will ensure your complaint is fully investigated and will write back to you addressing every issue you raise. In some cases you may be invited into
the Hospice to discuss the matter further. In either case you will receive an acknowledgment letter describing how your complaint is being looked into.
The Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England and, as such, regularly formally review the services we provide to ensure we are meeting essential standards of safety and quality. They are happy to receive any comments, compliments or complaints which help them to monitor the services provided. With regard to complaints, they do not deal with them individually but will note your concerns.
As East Cheshire Hospice receives some grant monies from the NHS you could make a complaint through the NHS Complaints procedure by contacting your local Clinical Commissioning Group (CCG). Details of how you can do this can be found on the NHS Choices website at NHS Complaints
If you are not satisfied with the findings or outcome of your complaint you have the right to refer the matter to the Parliamentary and Health Service Ombudsman at: www.ombudsman.org.uk
If you require any assistance, please contact us on 01625 433477 or email admin@echospice.org.uk.
Once you have completed the form below, a member of our Hospice team will be in touch regarding your query.
Thank you so much for choosing to support East Cheshire Hospice. You may never know how much your gift means, but we know that it will make the world of difference to our patients and their families.
East Cheshire Hospice, Millbank Drive, Macclesfield Cheshire, SK10 3DR | admin@echospice.org.uk | 01625 610 364
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