Concerns, Complaints and Compliments at Hospice Peterborough – We Want to Hear From You
If you have a concern or complaint you are encouraged to bring it forward to any HP staff member. Our care and service can only be better if you let us know that something is not right. Depending on what your complaint or concern is this also lets us be nimble in our response.
Recognizing that it can be uncomfortable to bring a concern or complaint to a staff member who is directly involved in the situation. Please know you are welcome to call into hospice and ask to speak to a manager or you can send your concern or complaint in via post or email and a manager will contact you. Whenever possible this will be the manager of the service most directly connected with your concern or complain but if there is a reason you would like to speak to another manager please let us know.
Your concern or complaint will be acknowledged within three (3) business days of receipt unless there are extenuating circumstances. Our goal is to resolve and respond to your concern or complaint within seven (7) business days, however the nature of some concerns may require a longer period of time.
Hospice does not penalize anyone for identifying a concern or making a complaint. Please do not feel your care and service or that of a loved one will be jeopardized in any way by identifying a concern or making a complaint.
Compliments are also welcome. Embedded in continuous quality improvement, compliments provide evidence that our programs, services and systems are working!
Please contact us to express your concern, complaint or compliment. If you are not comfortable discussing with the staff member most involved, please reach out to someone on our Management Team.