Raising a complaint and/or concern
Whilst we trust that all our guests will be satisfied with the quality of the care they receive, there may be occasions when you or your relative may wish to raise a concern or make a formal complaint.
We want you to know that you should always feel free to raise your concerns. It is hoped that a discussion with the Clinical Lead or the CEO will resolve the issue. We may however need to carry out an investigation. If this is the case then we will contact you again within 28 days with the result of our investigation and what action we intend to take.
In the first instance we would advise you to contact the CEO, Dan Smeeton. via email dan@dovecottage.org or by post: Dan Smeeton, Dove Cottage Day Hospice, Canal Lane, Stathern, LE14 4EX
Your complaint will be dealt with at all stages thoroughly and in the strictest confidence.
If your complaint remains unresolved you can contact the Health Service Ombudsman at: https://www.ombudsman.org.uk/about-us/contact-us Or contact their Helpline: 0345 015 4033
The Care Quality Commission has a responsibility for checking every care provider that is registered meets important standards of quality and safety. Even though they cannot look into individual complaints they would like to hear from you about your experience.
You can write to them at:
Care Quality Commission, East Midlands Office, Citygate,
Gallowgate, Newcastle Upon Tyne, NE1 4PA
Phone: 03000 616161 or visit their website at www.cqc.org.uk