Frequently Asked Questions:
We listen carefully to our patients and families, paying attention to detail and delivering honest answers to questions. We endeavour to provide the best possible care.
One of the ways we can ensure that we keep our standards high is to ask you to tell us when we get it right and when we get it wrong. If your family, friends and carers have any comments, suggestions or complaints, please tell us. It is important that we receive your feedback.
- Does the hospice have a data protection policy?
- How can I get information about my medication?
- Can I have copies of hospice correspondence relating to my care?
- What about access to my records?
- Does St Catherine’s have a policy for accessing health records?
- Is there an information area where I / we can access further information about issues affecting us?
- Who could I talk to about the experience of my care?
- How else do you monitor the quality of hospice services?
- Who is responsible for managing the Hospice?
- How is the Hospice assessed?
- Procedure for registering and dealing with complaints
- How we deal with a complaint
- Providing a safe and pleasant environment
Does the hospice have a data protection policy?
Maintaining your privacy and dignity is of paramount importance to us. Confidential information given by you will remain safe and secure. We share clinical information within our team and with other health care providers if we feel it is important to help others care for you. No other information will be shared without your consent. If you specifically ask for something to be kept confidential and not shared we will not repeat this. No discussions will take place about you between hospice staff and your relatives/carers unless you agree to this.
How can I get information about my medication?
Your doctor or nurse will be happy to discuss your medication with you. We, like other palliative care and hospice teams, sometimes use medications in a different way - this is referred to as off licence. Your doctor or nurse can discuss this further. Alternatively, there is a leaflet available from the Hospice.
Can I have copies of hospice correspondence relating to my care?
If you wish to have copies of your correspondence relating to your treatment/input from the Hospice, please ask one of the members of the team.
What about access to my records?
The medical and nursing teams are always willing to discuss your illness and treatment and will answer any questions you may have.
Does St Catherine’s have a policy for accessing health records?
Yes, if you would like to access your health records please address your requests should to the Registered Manager, St Catherine’s Hospice, Malthouse Road, Crawley RH10 6BH.
Is there an information area where I / we can access further information about issues affecting us?
Yes, there is a limited resource area in the Hospice Coffee Shop/ Day Hospice area where leaflets and booklets are available. Please ask a member of staff if you would like a personal copy of any of the leaflets.
Who could I talk to about the experience of my care?
Your experiences of our care are very important to us. We are pleased to hear any comments about your experience of the Hospice. Please speak to any member of staff.
As a local charity, it is very important that we demonstrate the impact of our work. One of the most powerful ways for us to communicate this is to include a patient’s, or their family’s or carers’ experience of St Catherine’s in our communication materials. If you would be prepared to help us please contact our Communications Officer on 01293 447362.
How else do you monitor the quality of hospice services?
Occasionally we may ask for patient’s feedback by interview or survey. All responses are treated in the strictest confidence and will not affect your care in any way.
Results of surveys can be obtained by contacting the Secretary to the Chief Executive Officer (CEO) or the Registered Manager.
Who is responsible for managing the Hospice?
The hospice is managed by a team of senior managers, led by the Chief Executive, who is also called our Registered Person. In addition, our main contact with the Healthcare Commission is through our Registered Manager.
Registered Person: Mr Shaun O’Leary, Chief Executive Officer
Registered Manager: Mrs Gina Starnes, Patient Services Manager
For further details on the Registered Person/Manager, please contact the CEO’s secretary. More background information about the Hospice and its staff is available in the Statement of Purpose.
How is the Hospice assessed?
The Hospice is assessed yearly using the standards of The Healthcare Commission. You can obtain a copy of this report by writing to the Registered Manager at the Hospice or to the Healthcare Commission at the address above, or via their website www.healthcarecommission.org.uk
Procedure for registering and dealing with complaints
The Trustees and staff of St Catherine’s Hospice endeavour to provide a high standard of care and support for patients and those close to them.
Verbal Complaint
In the event of a patient or visitor wishing to make a verbal complaint regarding any of St Catherine’s services, please act as follows:
In the first instance, please speak to the Nurse in charge of the wards, your Specialist Community Nurse, the Day Hospice Nurse Co-ordinator or the ward Doctor on duty.
If you are not satisfied with their response, an arrangement will be made for you to speak with the Head of the relevant department within 2 working days:
- In-patient Unit, Catering, Domestic: Patient Services Manager
- Community Services: Lead Nurse, Community Services
- Facilities: Facilities Manager
- Public Relations or Fundraising: Director of Fundraising & Marketing
- Volunteer Services: Head of the Department in which the volunteer is working
- Access to Clinical Services: Lead Consultant, In-patient Services
- Lead Consultant, Community Services
- Education Centre: Head of Education
- Social Support Services: Social Support Services Manager
Written Complaint
If you wish to make a written complaint, then please address this to the relevant manager as outlined above, or to the Chief Executive. An acknowledgement will be made within 2 working days from the Human Resources Department and the matter will be fully investigated. A full response will be made as soon as possible, usually within 20 working days.
The Chief Executive
St Catherine’s Hospice
Malthouse Road
Crawley
RH10 6BH
If you are still unhappy with our handling or the outcome of your complaint, then you may refer matters to the Healthcare Commission.
Healthcare Commission
PVH HQ
London SE/NE Regions
Finsbury Tower
103-105 Bun Hill Row
London EC1Y 8TGTel: 0207 448 9200
Email: londonsoutheast.ihccomplaints@healthcarecommission.org.uk
www.healthcarecommission.org.uk
How we deal with a complaint
All complaints are dealt with by the appropriate Head of Department and then collated and reviewed by the Registered Manager with an aim to improving our services. Anonymous summaries are circulated to members of the St Catherine’s Clinical Governance team on a three monthly basis and themes are discussed as appropriate at the Clinical Governance meeting.
The Board of Trustees receives a copy of this summary and minutes of Clinical Governance meetings.
Providing a safe and pleasant environment
It is very important to St Catherine’s Hospice to provide a safe and pleasant environment for patients to receive care in, and for staff to carry out their duties.
To assist in providing this, we expect anyone coming into touch with our services – either in person or by telephone - to demonstrate behaviours that respect the rights of others and their work environment.
The following behaviour falls outside of our expectations and is therefore considered to be unacceptable:
- excessive noise which is obtrusive to others in the vicinity
- use of threatening, abusive or obscene language
- offensive remarks of a racial, sexual or personally derogatory nature
- damage to property
- theft
- spitting
- threatening or aggressive gestures and/or actions
- inappropriate behaviour involving alcohol or substance misuse
Any person acting in an unacceptable manner will be asked by a member of staff to stop behaving in such a way. If the behaviour of patients or relatives persistently fails to meet our expectations, the Hospice will make alternative arrangements to provide specialist palliative care support. These arrangements will be advised to the patient in writing.
Violent behaviour is never tolerated and will result in police prosecution of the aggressor.