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HOW TO MAKE A COMPLAINT

The Hospice aims to provide a service which is sensitive to the needs of individual patients, their families and friends as well as the wider community in Wakefield.

We hope that problems rarely occur. If they do occur we hope that most problems can be sorted out easily and quickly. Ideally, at the time they arise and with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to let us know as soon as possible. Preferably within a matter of days or at the most a few weeks. This will enable us to establish what happened more easily.

Complaints may be given in person to a member of the Hospice staff who will take written details of your complaint and the document should be signed by yourself. They will pass these details to the manager responsible for the matter raised in your complaint.

Alternatively you may wish to write directly to the appropriate manager giving details of your complaint.

The followings managers are responsible for the areas shown below:

CEO - Tina Turner

In-Patient Unit - Alison Harwood/Dr Anne-Marie Seymour

Day Therapy Unit - Alison Harwood

Bereavement Support - LIsa Henry

Estates and Hotel Services - Tony Donkin

Administration - Ruth Hardill

Volunteers - Elaine King

Fundraising/Shops - Helen Knowles

Education - Janet Millard

Complementary Therapies - Alison Harwood

If you write about a complaint, please be as specific as possible. This will help us greatly when we investigate it.
 

Complaints about Medical Treatment

We aim to provide high quality medical care for every patient. If problems have arisen we would like you to let us know as soon as possible. Ideally within a few days of the incident which caused the problem.

If this is not possible, please let us have details of your complaint either

a) within six months of the incident that caused the problem OR

b) within six months of discovering that you have a problem, provided this is within 12 months of the incident.

Please note we keep strictly to the rules of Medical Confidentiality. If, therefore, you are complaining on behalf of someone else we have to know you have their permission to do so. This means we need a letter signed by that person giving this permission. The only exception to this is when that person is incapable of providing such a letter.
 

How we will deal with your complaint

We will aim to acknowledge your complaint within one working day.

We will aim to have looked into your complaint within two weeks of the date when you raised it with us. If it is not possible to do this we will notify you.

When we look into the complaint we aim to

- find out what happened

- make it possible for you to discuss the problem with those concerned, where this is appropriate

- make sure you receive an apology where this is appropriate

- explore what both parties can do to make sure the problem does not happen again

We will send a written response to your complaint to you once we have looked into it.
 

Taking your complaint further

If you feel you cannot raise your complaint with the appropriate manager or if you are dissatisfied with the result of the initial investigation into your complaint you may contact :-

Mrs Tina Turner,
CEO,
Wakefield Hospice,
Aberford Road,
Wakefield,
WF1 4TS

Mrs Turner will either deal with the matter herself or pass it onto the Board of Trustees of the Hospice if this is more appropriate. If, having done this, you are still not satisfied, you may contact::-

Mr Gary Mortimer
Chairman of the Board of Trustees
c/o Wakefield Hospice (as above)

Additionally you are entitled to have your complaint examined independently by The Care Quality Commission (previously known as The Healthcare Commission) who can be contacted at:-

City Gate
Gallowgate
Newcastle-upon-Tyne NE1 4PA

Telephone: 03000 616161 Monday to Friday
8.30am--5.30pm
www.cqc.org.uk