Compliments, Concerns & Complaints

Dorothy House aims to maintain the highest standards in everything we do

It’s our hope that you’re pleased with the care we’ve provided and the service you’ve received – but if there’s ever something you’re not happy with, we’d like to know so that we can try to put matters right.

We recognise that, from time to time, individuals may be dissatisfied or concerned about the way the organisation, our staff or volunteers have acted and we are grateful to hear from people who take the time to help us improve. We also welcome feedback from those who have benefitted from our services as this is encouraging to staff and volunteers

Patients, carers and relatives can use iWantGreatCare which offers a simple and quick way to provide honest and real-time feedback online

Our commitment to you

We will ensure that any complaint is:

  • Confidential – information will only be shared with staff and volunteers implicated in, or involved with, the compliant investigation
  • Treated seriously
  • Investigated in an unbiased, non-judgmental, transparent and appropriate manner
  • Resolved (where possible) in a timely way
  • Learned from – we will put measures in place to prevent any possible repeated events

The outcome of any complaint investigation, along with any resulting actions will be explained to the complainant.

What is the process for making a complaint?

In many cases, a concern or potential complaint is often best initially raised informally with the person most directly involved. We always encourage open discussion in person, by phone or email.

You may feel though that you wish to make a more formal complaint. If so, this can be done verbally or in writing (by email or letter), ideally within three calendar months of the incident about which the concern or complaint relates.

Please check the useful contacts section for further information.

How will Dorothy House respond to my complaint?

When a concern or complaint is raised with any member of staff or volunteer, they must report it to their Line Manager. When appropriate, the Line Manager will contact you to establish whether your concern has been satisfactorily addressed and resolved.

If not, your complaint will be referred internally to the relevant Executive Team Director who will confirm that they have received your concern or complaint within three working days of receipt. The issue will be fully investigated, and a full written reply will be sent to you within 20 working days.

If you are still not satisfied with the Executive Team Director’s report, you can make this clear in your reply, within 5 working days, and your concern or complaint will then be passed on to the Chief Executive or the Chair of the Board of Trustees as appropriate.

Alternatively, you can ask or NHS commissioners to consider the complaint response and advise. Please be aware that they are not able to investigate your complaint.

Getting help to complain

Some people are not well enough or may feel uncertain about raising a concern or making a complaint. Please feel free to bring a friend or relative with you to talk about your concerns, or ask them to help you write a letter or email.

Alternatively, we can arrange for a member of staff to help you or provide you with details of an independent advocacy service, so please ask for assistance.

Useful contacts

Chief Executive’s Office
Dorothy House Hospice Care
Winsley
Bradford on Avon
Wiltshire
BA15 2LE
Tel: 01225 722 988
Email: feedback@dorothyhouse-hospice.org.uk

Dorothy House Commissioners

BaNES, Swindon and Wiltshire ICB
Southgate House
Pans Lane
Devizes
Wiltshire
SN10 5EQ
Email: scwcsu.palscomplaints@nhs.net

Somerset ICB
Wynford House
Lufton Way
Yeovil
Somerset
BA22 8HR
Email: somicb.complaints@nhs.net

We are independently regulated by:

Care Quality Commission
PO Box 1251
Newcastle Upon Tyne
NE99 5AN
Email: southwest@cqc.org.uk
Tel: 03000 616 161