Home > Comments, Compliments and Complaints

Giving feedback or making a complaint about our services

The team at St Columba’s Hospice is committed to always trying to give you the best possible service at all times. We welcome all feedback, whether relating to things we are getting right or if there are any areas where you feel we could do things better or differently.

To access our “Comments, Compliments and Complaints” leaflet- please click here:

Tell us about anything that is important to you

You may want to tell us what you think about the care and treatment you received, or about the food or environment.  You may want to tell us about something we’ve done well.  You may wish to share a comment or concern about any other aspects of our services.  You may wish to feedback on our fundraising activities or shops. Whatever you would like to tell us- if it’s important to you, it’s important to us.

How to give feedback, share concerns or make a complaint about any of the services we provide

You can give your feedback by:

  • Talking with any member of Hospice staff or any volunteer
  • Filling in a comments card situated around the hospice building
  • Provide feedback online here
  • Provide comments by email to info@stcolumbashospice.org.uk
  • Telephoning the Hospice on 0131 551 1381
  • By post to St Columba’s Hospice, 15 Boswall Road, Edinburgh EH5 3RW
  • Through our website www.stcolumbashospice.org.uk

What happens to my feedback?

We will use your feedback to continually review and improve the services we provide.  We share all feedback received, ensuring it remains anonymous, in our “You said, We Did” reports which are available throughout our hospice buildings and on our website.

We welcome all types of feedback. Whilst we strive to provide a high quality service at all times, if your experience has not met this please let us know. For more information about our complaints procedure please click here.

Making a complaint about the Hospice

We are very sorry that we have not met the expectations of the high quality service we strive to deliver. We hope that the following information will help you to help us address any issues ensuring that we can continue to improve and develop our services.  We thank you for bring this to our attention.

What can I complain about?

Things you may wish to complain about include:

  • Care of treatment you have had or are currently having from Hospice teams
  • Any member of staff or volunteer
  • Any fundraising or education events we run or any service received in any of our shops
  • Any other aspect of St Columba’s Services which you feel dissatisfied with

Who can make a complaint?

You can complain if you:

  • Had or are having care or treatment from Hospice
  • Have visited or used our services
  • Have been affected or are likely to be affected by something we have or haven’t done

You can complain for someone else if you:

  • Have their agreement to complain and to discuss their information
  • Are a child’s parent, guardian or main carer
  • Have a welfare power of attorney, or a welfare guardianship order for someone who cannot make decisions for themselves and the order specifies that you have the power to make a complaint about health care
  • Are a relative of, or had a relationship with, a patient who has died and you are concerned about how they were treated before they died
  • Are acting as an advocate for the patient

How long do I have to make a complaint?

Normally you must make your complaint:

  • Within six months of the event you want to complain about, or
  • Within six months of finding out that you have a reason to complain – but no longer than 12 months after the event

However, if you feel the time limit should not apply please speak to us to discuss further.

When will I get a full response?

We will endeavour to acknowledge your complaint within 2 working days. We will write to you with a full response within 20 working days of receiving your complaint.

In some cases, we may need more time to give you a full response and won’t be able to keep to this timescale.  If this happens, we will let you know and tell you why.  In our response we will let you know the result of our investigation.  We will:

  • Show that we have looked into your complaint and reply to all points you make
  • Offer you an apology
  • Explain what we will do to prevent what you complained about happening again
  • If necessary, explain why we cannot do anything more about some part of your complaint
  • Offer you the chance to talk to a member of staff if there is anything in the letter you don’t understand
  • Include information about our regulator in case you are unhappy with our response or the way we have handled your complaint and want to take things further

What happens after I have complained?

We will try to sort out your complaint on the spot.  If we are unable to do this, we will write to you within 2 working days of receiving your complaint to acknowledge this.

This letter will:

  • Tell you what action we will take to look into your complaint
  • Offer you the chance to talk to a member of staff about the complaint
  • We will keep information about you confidential.   To investigate your complaint, we may have to talk to others.  If you don’t want us to share information from your health records, you should tell us when you make your complaint, but this may make it more difficult to look into your complaint
  • We will make a record of your details and complaint, and use it to help us make services better

How to complain

What should I do?

  • If you can, first talk to a member of staff or one of our volunteers
  • If you do this, we can try to sort out your concerns there and then
  • You can ask to speak to a senior member of staff
  • You can complain in person, by phone, or in writing or via our website

When contacting us we appreciate if you give your full name and address (and the patient’s name and address if appropriate) and as much helpful information as possible about what happened, where it happened and when.

What if I change my mind after I’ve complained?

You can change your mind about making a complaint at any time.  Please let us know as soon as possible.  It would be helpful if you could write and tell us, but otherwise a phone call will be sufficient.

What if I’m not happy about the way the Hospice has handled my complaint?

We would also encourage you to speak with us directly so we can listen to and address your concerns. However, if you prefer, you can contact our regulators in the first instance or if you are not satisfied with the way we deal with your complaint.

You can make your complaint in person, by phone, by email or in writing by contacting:

Clinical Services Director
St Columba’s Hospice
15 Boswall Road
Edinburgh
EH5 3RW

Tel: 0131 551 1381

Clinical complaints can also be directed to:

Complaints
Corporate Governance Office
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

Email: hcis.clinicregulation@nhs.net

Tel: 0141 225 6866

Non-clinical complaints can be directed to:

Office of the Scottish Charity Regulator (OSCR)
2nd Floor Quadrant House
9 Riverside Drive
Dundee
DD1 4NY

Tel: 01382 220446

Web: www.oscr.org.uk

Our Complaints Policy can be access here:

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