Nightingale House is committed to providing a first-class service to our patients, their families, our supporters, customers, suppliers, and all other stakeholders. However, we understand that there may be times when we do not meet the high expectation levels we strive for. If this is the case, you can follow our complaints procedure, as follows, to try to resolve any issues you may have:
1. Talk to us
Raise the complaint directly with the person or team you are currently dealing with. They will endeavour to resolve the issues immediately, if possible. If an immediate resolution is not possible, they will respond to you within 10 working days.
Escalate Your Complaint
We will strive to resolve any complaints to the satisfaction of all parties concerned. However, if you are not satisfied with the outcome you can escalate your complaint in writing to Mr Steve Parry, Chief Executive Officer, or the Chair of the Board of Trustees (address as outlined above).
You can also share your concerns with Healthcare Inspectorate Wales (HIW). HIW cannot investigate your complaint but can check that the hospice is meeting the regulations and standards as set out in the terms of registration with HIW.
You can also contact the Public Services Ombudsman for Wales to raise your concerns if you are not satisfied. www.ombudsman.wales