How did we do today?

Whether you’re happy or unhappy with the care or service we have provided to you or your loved one, we want to hear from you.

We work very hard to provide the highest standards of care and service to our patients, their families and our supporters. However, we are aware that we may not always get it right.

We hope you will tell us when we have got things right for you and perhaps when things did not go so well. It is very important to us that we hear from you so that we can use your feedback to continually improve our services.

Compliments

If you would like to tell us when something has gone well, you can speak personally to the member of staff or put your feedback in writing by filling in the form below.

How do I raise a concern or make a complaint?

We would like to address any concerns you may have as soon as they arise. Problems can often be addressed immediately. Please do not hesitate to make your views known to any member of staff. If this does not resolve your concern, or you feel the matter is of a more serious nature, you can make a formal complaint verbally to the head of the relevant service or to a member of the Quality Governance and Patient Safety Team. Complaints and concerns can also be made in writing to the Chief Executive via the form above, via the email complaints@ashgatehospicecare.org.uk or to Ashgate Hospicecare, Ashgate Road, Old Brampton, Chesterfield, Derbyshire, S42 7JD.

What happens next?

We will contact you within three working days of receipt of your feedback, to confirm the complaint has been received and notify you of the action the Chief Executive intends to take.

If you are in agreement and have provided us with a contact number we may contact you by telephone and may arrange to meet with you to discuss your concerns further.

The Chief Executive or a nominated Senior Manager will then carry out a full investigation. We will do all we can to answer your complaint as soon as possible and will agree with you the timescale for us to give you a detailed response, informing you of the outcome of the investigation and the proposed action to be taken. If unavoidable delays arise during the investigation or it is not possible to reply to you within the agreed timescale, we will keep you informed of progress and send you a letter explaining the delay.

Please click here to provide us with any feedback and comments you may have about the services we have provided.

You can download our feedback and comments leaflet here.

What if I’m still not satisfied?

We hope that the information you receive following your complaint brings about a satisfactory outcome. However, if you are dissatisfied following investigations into your complaint, you can contact:

Healthwatch Derbyshire
Suite 14, Riverside Business Centre, Foundry Lane, Milford Derbyshire, DE56 0RD
T: 01773 880786

Care Quality Commission
City Gate, Gallowgate, Newcastle upon Tyne, NE1 4PA
T: 0300 061 6161

Fundraising Standards Board
65 Brushfield Street, London, E1 6AA
T: 0333 321 8803