Service Satisfaction at Rainbows

As an organisation we aim to provide the best service and care for the children/young people and families we look after. However we recognise there may be times when we may not achieve this.

To find more information about Rainbows’ priorities and quality of services please see our Quality Account 2015-2016

If there are aspects of our service that you wish to comment on you will find feedback cards throughout the hospice.

 

Clinical Complaints

Should any parent/child/young person/visitor to the hospice wish to make a complaint about any clinical aspect of the service, contact should be made with the shift co-ordinator and discussed with the Director of Care or senior nurse on duty or put in writing to the Director of Care, Rainbows Hospice for Children and Young People, Lark Rise, Loughborough, Leicestershire. LE11 2HS or email via amanda.dunne@rainbows.co.uk. If you wish to escalate the complaint but do not wish to put it in writing, the person receiving the complaint will escalate to a higher level on your behalf.

Non-Clinical Complaints

Should anyone wish to make a complaint about any non-clinical aspect of the hospice services contact should be made with the relevant department head or put in writing to the Chief Executive Officer, Rainbows Hospice for Children and Young People, Lark Rise, Loughborough, Leicestershire. LE11 2HS or email via ronald.graham@rainbows.co.uk. If you wish to escalate the complaint but do not wish to put it in writing, the person receiving the complaint will escalate to a higher level.

Procedure for all Complaints

All complaints, written or verbal,will be acknowledged in writing within two working days of receipt (unless a full reply can be sent within five working days) by the relevant Department Head.  This letter should detail the complaints process.

A full response is made within 20 working days of receipt of the complaint, or where the investigation is still in progress, a letter explaining the reason for the delay and timescale for response is sent to the complainant and a full response made within five days of a conclusion being reached.

Second Stage Complaints Procedure

If the matter cannot be resolved or the explanation given still does not give satisfaction then there is recourse to the Chair of Trustees at Rainbows.

The Chair will assess the information received and be in contact again within 20 working days to inform the complainant of their decision and any subsequent action to be taken.  The Chair of Trustees can be contacted through the hospice at Lark Rise by telephone on 01509 638000.

The hospice is registered with and regulated by the Care Quality Commission (CQC).  The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our service at any time.  You can contact the CQC at:

Care Quality Commission National Correspondence
Citygate, Gallowgate, Newcastle upon Tyne.  NE1 4PA

T: 03000 616161
W: www.cqc.org.uk/contactus.cfm

If the complainant believes that CQC standards have been breachedthen there is recourse to the CQC.

The CQC will acknowledge the concern in writing within seven days of receiving it and they will explain what will happen next.

The CQC will assess the information received and decide whether the hospice may have committed an offence.  They will then be in contact again (usually within 20 working days).

The CQC may also do the following:

  • Decide they are not the best organisation to deal with the concern and refer the complainant to the relevant professional body.
  • Decide that the hospice has broken one of the regulations and take suitable action (complainant will be informed of action taken).
  • Decide that the hospice has not broken the regulations.

The CQC can be contacted via the address, telephone and website shown above.


Comments and Concerns

The hospice is always pleased to receive constructive comments or concerns.  Issues raised, suggestions made or feedback given to any member of staff in the hospice should be passed on to the relevant head of department or line manager and the necessary action taken.

This procedure can be made available in other languages on request.