Feedback and Complaints

Highland Hospice encourages all patients and visitors to share their views about our services.

All feedback is welcomed and helps us to improve patient and public experiences of Highland Hospice. You can fill out our anonymous survey here. 

If possible, we would always encourage patients and visitors to speak to the staff in the area where the problem has occurred straight away. All members of staff should be able to resolve minor concerns immediately and informally to your satisfaction.

If you feel your concern or complaint needs more formal investigation then you can also make a complaint in writing to the Chief Executive at:

Highland Hospice
Ness House
1 Bishops Road
Inverness
IV3 5SB

Tel: 01463 227912
Email: executive@highlandhospice.org.uk

Once we have received your complaint an acknowledgment letter will be sent within five working days. A senior member of staff will then be appointed to investigate your complaint and you will normally receive a response within 20 working days.

There is no time limit for making a complaint, however beyond 12 months a thorough investigation may be hindered by the passage of time.

If you are not satisfied with the outcome then you have the right to appeal to the Chair of the Board of Trustees who can be written to at the Hospice address.

You also have the right to refer your case to an independent agency, Healthcare Improvement Scotland - www.healthcareimprovementscotland.org.

If you remain dissatisfied after these processes are complete you can refer your complaint to the Scottish Public Sector Ombudsman - www.spso.org.uk

You can find our most recent Duty of Candour reports for our Hospice services and our Sunflower Home Care service below.