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Ashgate Hospice > Feedback
Compliments, complaints and comments
How do I leave positive feedback?

Whether you are a patient, family member or supporter of Ashgate Hospice, we hope that you have had a positive experience. If you would like to tell us when something has gone well, you can give feedback personally to a member of staff.

We also have bespoke feedback surveys for each of our clinical teams, which are available to complete digitally or in other formats. Please ask the team caring for you for further details.

How do I raise a concern or make a complaint?

We know that sometimes things might not go as planned, and if you have any worries, we’re here to help fix them quickly.

You can talk to any of our staff members about what’s on your mind, and they will do everything they can to assist you. Your feedback is really important because it helps us do better.

If your concern is not resolved or you feel it is more serious, you can make a formal complaint. To do this, you can:

  • talk to the Head of the Service or the Patient Experience and Complaint Lead from the Quality Team
  • fill out our online form
  • email [email protected]
  • write to our Chief Executive at Ashgate Hospice, Ashgate Road, Old Brampton, Chesterfield, Derbyshire, S42 7JD.
What happens next?
When we receive your complaint, we will write to you within three working days to acknowledge your concerns and explain what comes next. We really want to understand your concerns, so we’ll offer to chat with you either in person or on the phone. The Head of Service will look into your complaint personally, and together, you’ll agree on how long the investigation will take. If it ends up taking longer than expected, we’ll keep you updated.
Once we’ve finished investigating, we will share the results with you, along with any recommendations and the actions we plan to take. You can choose how you’d like to receive this information – by email, letter, or whatever works best for you. If you have further questions or need more information after reviewing the report, please contact us.
If you are still unhappy with our response
Should our response not fully address your questions or meet your expectations, and you wish to pursue your complaint further, please contact the Care Quality Commission, Health Watch Derbyshire or Fundraising Regulator.
 
Healthwatch Derbyshire
Suite 14, Riverside Business Centre, Foundry Lane, Milford Derbyshire, DE56 0RD
T: 01773 880786
 
City Gate, Gallowgate, Newcastle upon Tyne, NE1 4PA
T: 0300 061 6161
 
Eagle House, 167 City Road, London, EC1V 1AW
T: 0300 999 3407