What if I have a concern or a complaint? | Highland Hospice

What if I have a concern or a complaint?

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

Highland Hospice is committed to providing a high quality experience through the care delivered and the broad range of services and facilities provided. All feedback, concerns and complaints are welcomed and are an opportunity to improve patient and public experiences of Highland Hospice.

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

What you can expect

Once we have received your complaint an acknowledgment letter will be sent within five working days. If you would like to meet with staff to discuss your concerns, this can be arranged.

A senior member of staff will be appointed to investigate your complaint and you will normally receive a response within 20 working days.

Is there a time limit for making a complaint?

There is no time limit, however beyond 12 months you should be aware that although we will endeavour to carry out a thorough investigation, this may be hindered by the passage of time.

What if I'm not happy with the response?

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 download full details of the process below.

Duty of Candour Reporting

Our regulators, Healthcare Improvement Scotland and the Care Inspectorate, require that every health and social care professional must be open and honest with patients and service-users when something that goes wrong with their treatment or care causes, or has the potential to cause, harm or distress. In such circumstances, services must tell those affected, apologise, offer appropriate remedy or support and fully explain the effects.

We welcome the openness and transparency that this engenders in the health and social care system in Scotland. You can find our most recent Duty of Candour reports for our Hospice services and our Sunflower Home Care service below.