We want to hear from you…
At Hospice of the Valleys, we want everyone who uses our services to feel listened to, respected and well supported. We'd love to hear about your experience of Hospice of the Valleys.
Whether you'd like to thank a member of our team, tell us about something that went particularly well, suggest an improvement, raise a concern or make a formal complaint, your feedback matters to us.
Your feedback helps us recognise and celebrate what we're doing well, learn from your experiences and continually improve the care and support we provide to patients, families and carers.
You don't have to make a formal complaint to tell us about something that concerns you. We will always take your feedback seriously.
We know that sometimes things don't go as planned. If something has gone wrong, you're unhappy with any part of our service, or you simply have a suggestion about how we could do things better, please tell us.
Something went well?
We love hearing about the positive experiences of our patients, families and carers. If someone has made a difference to you or your family, please tell us. Your feedback helps us recognise and celebrate the people and teams who make a difference every day.
Have a comment or suggestion?
You may have an idea about how we could improve our services or make your experience better. We'd like to hear it.
Something didn't feel right?
If something has gone wrong or you're unhappy with any aspect of our service, please tell us. You can raise a concern informally or make a formal complaint.
You can:
• Speak to a member of the team involved in your care
• Ask to speak to a manager or another member of the senior management team
• Call us on 01495 717277
• Complete our online feedback and complaints form
• Write to us at:
The Chief Executive Officer
Hospice of the Valleys
Festival Drive
Ebbw Vale
NP23 8XF
Is there a time limit to raise concerns?
We ask that you tell us about your concern as soon as possible, and normally within 12 months of the event happening or of you becoming aware that you have a reason to complain.
We may still consider a complaint made outside this time frame where there is a good reason why it could not have been raised sooner and it is still possible to carry out a fair investigation.
What happens after I make a complaint?
We will acknowledge your complaint within two working days of receiving it.
Where possible, we will talk with you about your concerns so that we understand what has happened and what is important to you.
We will agree with you:
- What you would like to happen as a result of your complaint
- How we will investigate your concerns
- How long we expect the investigation to take
- How you would like us to communicate with you
- We will keep you updated throughout the process and will provide you with a response explaining what we have found and any action we plan to take.
- Most importantly, we will use your feedback to help us learn and improve.
Will making a complaint affect my care?
No. Making a complaint or raising a concern will not affect the care or support you receive from Hospice of the Valleys. We will treat the information you provide with sensitivity and confidentiality. Information relating to your complaint will be managed separately from your clinical records wherever appropriate.
Can someone help me make a complaint?
Yes. You don't have to do this alone. Llais is an independent organisation in Wales that provides free, confidential complaints advocacy. Their trained advocates can support you to understand the complaints process and help you raise a concern or complaint about health and social care services.
You can also ask a family member, friend, carer or another person you trust to support you.
If you have any communication or accessibility needs, please let us know and we will do our best to support you.
What if I'm not happy with the outcome?
If you're unhappy with our response or feel that we have not fully addressed your concerns, please tell us.
We will consider whether there is anything further we can do to resolve your concerns and will explain what happens next.
If we haven't been able to resolve your concerns, there are independent organisations that may be able to help.
Public Services Ombudsman for Wales
The Public Services Ombudsman for Wales can consider certain complaints about independent care providers, including independent palliative care services such as hospices and community palliative care services.
The Ombudsman will normally expect you to have raised your concerns with us first and given us an opportunity to respond.
Care Inspectorate Wales (CIW)
Care Inspectorate Wales regulates registered social care services in Wales. At Hospice of the Valleys, CIW's regulatory remit applies specifically to our Hospice at Home service. If your concern relates to the care or support you received from our Hospice at Home service, you can also share your concerns with CIW.
CIW does not investigate individual complaints or resolve complaints between people and care providers. However, the information you provide can help CIW understand the quality and safety of the service and inform its regulatory activity.
We would encourage you to raise your concern with us first so that we have the opportunity to investigate and respond.
Share your feedback
Whether you've had a positive experience, have a suggestion for improvement or want to tell us about something that hasn't gone well, we want to hear from you.
Your feedback helps us learn, improve and recognise the difference our teams make.
