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Compliments, complaints and comments
How do I leave positive feedback?
If you would like to tell us when something has gone well, you can speak to the member of staff personally, or you can fill in our feedback form.
How do I raise a concern or make a complaint?
We would like to address any concerns you may have as soon as they arise. We can often address problems immediately. So, please do not hesitate to make your views known to any member of staff.
 
If this does not resolve your concern, or you feel the matter is of a more serious nature, you can make a formal complaint. To do this, you can:
  • speak to the Head of the relevant service or to a member of the Quality Governance and Patient Safety Team
  • fill out our online form
  • write to our Chief Executive at Ashgate Hospice, Ashgate Road, Old Brampton, Chesterfield, Derbyshire, S42 7JD.
What happens next?
We will contact you within three working days of receipt of your feedback, to confirm we have received the complaint. We will also notify you of the action the Chief Executive intends to take.
 
If you are in agreement and have provided us with a contact number, we may contact you by telephone. We may also arrange to meet with you to discuss your concerns further.
 
The Chief Executive or a nominated senior manager will then carry out a full investigation. We will do all we can to answer your complaint as soon as possible. Together, we will agree on a timescale for us to give you a detailed response, informing you of the outcome of the investigation and the proposed action. If unavoidable delays arise during the investigation or it is not possible to reply to you within the agreed timescale, we will keep you informed of progress and contact you to explain the delay.
What if I’m still not satisfied?
We hope that the information you receive following your complaint brings about a satisfactory outcome. But, if you are dissatisfied following investigations into your complaint, you can contact:
 
Healthwatch Derbyshire
Suite 14, Riverside Business Centre, Foundry Lane, Milford Derbyshire, DE56 0RD
T: 01773 880786
 
Care Quality Commission
City Gate, Gallowgate, Newcastle upon Tyne, NE1 4PA
T: 0300 061 6161
 
Fundraising Standards Board
65 Brushfield Street, London, E1 6AA
T: 0333 321 8803