Your experience of our services matters to us and we welcome all feedback. Whether you would like to share a compliment, comment, suggestion, concern or complaint, we encourage you to tell us about your experience.
If you feel comfortable doing so, we encourage you to speak directly with a member of our team in the first instance. Alternatively, you can contact us using any of the options below.
Whether you are a patient, family member, carer, supporter, volunteer, customer or someone who has engaged with our services in another way, we value hearing from you. We hope your experience has been positive and we always appreciate hearing what has worked well. Equally, if there are aspects of your experience that did not meet your expectations, we want to know about them.
We are committed to creating a culture of listening, learning and continuous improvement. Your feedback helps us understand what we do well and where we can do better, ensuring we continue to provide compassionate, high-quality care and support.
You can provide feedback in a number of ways:
While we strive to provide the highest standard of care and support, we recognise that there may be occasions when we do not get things right. When this happens, we want to hear from you.
We understand that raising concerns or making a complaint can feel difficult, particularly if you are unwell, continuing to receive care from us or have recently experienced a bereavement. We appreciate the courage it can take to speak up and we are committed to responding with compassion, respect and understanding.
Our aim is to work with you to understand what has happened, address your concerns and identify opportunities for learning and improvement. We take a restorative and person-centred approach wherever possible, focusing on listening, understanding different perspectives and finding constructive ways forward.
If you require an interpreter or any additional support to help you communicate your concerns, we will be pleased to arrange this for you.
Any concerns or complaints you raise will be handled sensitively and confidentially. Information will only be shared with those who need to be involved in understanding and responding to the issues raised.
If possible, we encourage you to tell us about your concerns as soon as you can, while events are still fresh in people's minds. However, we will always listen, regardless of when you choose to contact us.
Telephone: 01271 344248
Email: info@northdevonhospice.org.uk
Letter: if you can address your letter to either our CEO (Mr Stephen Roberts), or our Director of Care (Mrs Jo Dedes) then send it to: North Devon Hospice, Deer Park Road, Barnstaple, Devon, EX32 0HU. Or you can hand it in at reception, or give it to any member of staff.
You can view our Complaints Policy and Procedure below. This explains how we manage concerns and complaints, what you can expect from us, and the steps available if you feel your concerns have not been resolved.
If you would like to raise your concern with an independent organisation, you can contact:
The Care Quality Commission (CQC)
The CQC regulates health and social care services in England. They welcome feedback about the care we provide and may use this information as part of their inspection and monitoring activities. Please note that the CQC does not investigate individual complaints. Visit their website, or phone 03000 616161
Parliamentary and Health Service Ombudsman (PHSO)
If you remain dissatisfied after completing our complaints process, you may be able to ask the Parliamentary and Health Service Ombudsman to review your complaint. Visit their website, or phone 0345 015 4033
