Any patient has the right to expect that information concerning them and their circumstances, including personal “non-health” information (e.g. name, address, domestic, financial circumstances) will be used by those only involved in their care. Such information is primarily the property of the patient and it is always necessary to check with the patient to whom it is permissible to divulge such information, to what extent, and in what circumstances. Where a patient is competent to give or withhold consent, to divulge information without their express consent amounts to a breach of confidentiality. Any breach of confidentiality constitutes misconduct and will lead to disciplinary action.
The policy is set out to ensure that all complaints, both verbal and written, are dealt with in a swift and effective manner which ensures complete fairness for both the patient, staff and volunteers.
The complaints procedure is designed to be responsive and flexible to address the issues identified by the patient. In broad terms, all complaints should be handled as soon as possible.
In dealing with complaints, the matter, or issues raised, should be dealt with, whenever possible, on a face to face basis at the time of the occurrence that caused the complaint. If this is not feasible, then the complaint should be reported in writing within 7 days.
Complaints should be used in a way that improves the services offered. In all complaints, action must be taken to rectify the cause of the complaint with lessons being learnt and communicated to all involved to enable best practice to be followed.
PATIENT COMPLAINTS PROCEDURE:
The Hospice Manager will provide a written acknowledgement letter of the complaint within THREE working days, acknowledging receipt of the complaint, and advising the patient that a full response will be provided to them within TWO weeks.
The patient has the right to respond once the full explanation has been offered, and when appropriate, an apology extended.
If the patient is not satisfied then he/she has the right to request a further investigation be carried out by a Trustee of the Hospice or the Care Quality Commission (CQC).
All staff and volunteers will be informed of the above guidance, and new staff will be made aware of the Patient Complaint Policy at the time of their induction.
Training will be provided to all staff/volunteers on:
What is a complaint, particularly informal complaints?
How to receive a complaint?
How to deal with someone making a complaint
The complaints process, both verbal and written
The Hospice Manager or Chairman of Trustees
HospiceCare North Northumberland
HospiceCare North Northumberland ("We") are committed to protecting and respecting your privacy.
This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
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