We Value Your Comments, Compliments And Complaints
The Iain Rennie Hospice at Home aims to provide the highest standards of care to patients, families, carers and customers.
Comments
We are always interested to hear your views and comments and if you have any suggestions you can let us know by completing one of our Feedback Forms. This can be completed online or downloaded (in PDF format) to print out and send to us.
If you prefer, you can also call in to one of our offices, telephone us or send an email.
In addition, each Iain Rennie office and shop has a suggestion box for your use.
Compliments
It is very reassuring and motivating for all of us to know that we are meeting the high standards of care and service that we set for ourselves. If you are particularly pleased with the care you have received or the service provided by us, we would be delighted if you would let us know.
Once again, a Feedback Form can be completed online, downloaded (in PDF format) to print out, or you can call in to one of our offices, telephone us or send an email.
Complaints
Sometimes we don't get things right and mistakes do happen. When they do, we like to hear about them. If you have cause for complaint about any aspect of our care or service, please let us know. You can do this verbally or in writing - either way we will take your complaints seriously and investigate the matter promptly. All complaints will be dealt with sympathetically and in complete confidence.
If you have a complaint, please contact us without delay.
Our Feedback Form can be completed online, or downloaded (in PDF format) to print out and send to us, or if you prefer, you can call in to one of our offices, telephone us or send an email.
Ask to speak to one of the senior managers who will try to deal with your concerns straight away or will discuss the complaints procedure with you and arrange to come back to you once the matter has been investigated. Your complaint will be acknowledged within two working days of receipt. We aim to resolve all complaints within five working days. Once an assessment and full investigation of your concerns has been made, we will respond with a decision. Sometimes more detailed enquiries are needed. If this is likely, we will contact you with an update and give you an expected date of response.
If you are not happy with the response to your complaint, ask to see or write to the Chief Executive of the Iain Rennie Hospice at Home to discuss the matter further. If the matter cannot be resolved immediately, you will be informed how long this is likely to take and if there are any delays you will be fully advised.
If you are still unhappy with the outcome you can arrange to meet with the Chairman of Trustees of the Iain Rennie Hospice at Home. You can write, email or telephone to make an appointment.
We record every comment, compliment and complaint we receive. They are reported and discussed where appropriate at bi-monthly management meetings. Your comments enable us to sort out mistakes and change things if necessary.
Thank you for helping us to constantly improve our service.
