Policies and documents

Comments, compliments and complaints

Comments and compliments

We always welcome comments about our services. Whether it’s a suggestion, compliment or complaint, your views can help us to make sure the quality of our care is consistently of a high standard. If a problem does arise, we like to put it right as soon as we can.

How can I make a complaint?

If you have a concern about the service you receive, you can raise this verbally with any member of staff.

If you wish to make a written complaint, you can write directly to the Chief Executive Officer, Keech Hospice Care, Great Bramingham Lane, Streatley, Luton, LU3 3NT or email us at feedback@keech.org.uk.

We aim to acknowledge all complaints within two days of receipt and respond in full within 20 working days from receipt of your complaint. Our comments, compliments or complaints leaflet explains the complaint process in full.

You said it. We did it.

We have taken on board the feedback about our hospice and services from patients, families and staff, and made changes.

You said

We did

There are no handrails leading to
the adult in-patient unit.

We reviewed the need for handrails and now have these in place.

All seating in reception is the same height and quite low – not always
easy for patients.

We purchased another chair, at a different height, with arms.

There’s no hearing loop in the
building.

We’ve installed a hearing loop at both receptions which is portable around the building.

There’s no storage for nappies in
the children’s changing rooms.

Additional storage purchased.

Our building is not dementia friendly.

We’ve been working towards making our building dementia friendly by improving signage, purchasing a dementia-friendly clock for our out-patient’s department as well as equipment for our in-patient unit. We sought the advice of the Alzheimer’s Society before making these purchases.

Foot pedal bins in patient bedrooms and bathrooms are noisy and not
soft closing.

Soft closing bins have been purchased.

Documents

  • Our Impact Report – shows you the impact of our care, the money we’ve raised and our achievements.
  • Read our Quality Account 2017-18 report for a summary of the quality of our services. You will find our vision, mission statement, objectives, achievements and priorities.
  • Statement of Purpose – outlines what we are trying to achieve, the full range of services we are offering to help us reach our goals, and our patient and family charter.
  • Fundraising policy – our policy on acceptance and refusal of donations or support.