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Complaints & Compliments

We welcome your feedback, both positive and constructive. 

Do you have a suggestion or complaint?

We are always pleased to receive comments in appreciation of our services, we acknowledge we do not always get it right. We treat complaints seriously and want to ensure that we learn from them, taking action to improve our services. Our aim is to provide the highest standards of service and we welcome your comments and suggestions to assist us in achieving this aim.

How to make a complaint

We hope that most complaints can be resolved easily and quickly, often at the time they arise and with the person concerned. If your complaint cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible. This will enable us to listen to your concerns to establish what has happened and aim to resolve your concerns. 

 

What shall I do?

Our complaints procedure is designed to make sure that we resolve any complaints as quickly as possible. We shall contact you within 3 working days to discuss how you would like the complaint taken forward and investigated. We will also agree with you on a timescale within which a response will be forthcoming, setting out how the complaint was investigated, the evidence considered, the conclusions reached and any actions taken.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned, if appropriate.
  • Make sure you receive an apology, where appropriate.
  • Identify what we can do to make sure the problem doesn’t happen again.

Who can complain?

Anyone who receives care or support from Kilbryde Hospice clinical services. Any customers or donors of hospice fundraising and commercial services.

How to complain

Kilbryde Hospice welcomes feedback on any of our services which can be submitted by:

By phone

01355 202020

Via the website form below:
Click Here

Post to address:
Chief Executive Officer

McGuinness Way,

Hairmyres,

East Kilbride, G75 8GJ

United Kingdom

Email:
info@kilbrydehospice.org.uk

Non-resolution

Should you feel that your complaint has not been resolved by Kilbryde Hospice, you may contact Healthcare Improvement Scotland regarding clinical  services delivered within Kilbryde Hospice or within a person’s own home.

Healthcare Improvement Scotland:
Gyle Square,
1 South Gyle Crescent,
Edinburgh,
EH12 9EB,
0131 623 4300
www.healthcareimprovementscotland.org

Send your complaints, comments or compliments.

Fill out the form below first selecting if you want to submit a complaint, comment or compliments. Complete the rest of the form fields by providing us your contact information and select “Send Message”.

You can also contact us using the methods below:

  • Email: info@kilbrydehospice.org.uk
  • Phone: 01355 202020
  • Registered Company Number: SC224366
  • Registered Charity Number: 032424

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