Questions, comments, compliments, complaints

At Derian House we openly welcome feedback, comments, suggestions and complaints. We actively encourage you to contact us with your feedback, whether good or bad. Complaints and feedback are especially important to us as the may help us to see where our services, procedures or activities might be improved.

We recognise that there may be times when our services and activities do not meet our usual high standards. If this happens, it is important that we know about it as soon as possible, so they we can deal with the situation effectively, try to prevent it from happening again, and learn from mistakes.

1. In the first instance, you can choose to talk to a member of the Care or fundraising team (as appropriate) and they will aim to resolve your complaint on the same day.

2. If an immediate solution cannot be found, you can raise your complaint with the Clinical Director (Chief Nurse) – Catherine Randall, or Director of Fundraising Caroline Taylor (as applicable to the subject of your complaint) and we will aim to resolve your complaint with 7 working days.

3. The Clinical/Fundraising Director may decide that further investigation is necessary, if this is the case, you will be informed by telephone and in writing. If the circumstances are complex and the investigation may take some time, they will explain why and ensure you get regular updates while it takes place. This part of the process may take up to 28 working days to be resolved. You will be informed of the outcome in writing and will be invited to a meeting to discuss the outcome if wanted.

4. In the event that you are not happy with the process or outcome of the investigation, you can contact the Chief Executive Officer – Karen Edwards who will arrange to meet with you to listen to your concerns and inform you of the steps which need to be taken to find a resolution.

5. In the unlikely event that you are still unhappy with how your complaint is being handles or resolved, we have an escalation procedure in place, which means that you can request the involvement of the Chair of Trustees – Karen Swindley.

Catherine Randall – Clinical Director (Chief Nurse) Catherine.randall@derianhouse.co.uk

Caroline Taylor- Director of Income and Engagement Caroline.taylor@derianhouse.co.uk

Karen Edwards – Chief Executive Officer Karen.edwards@derianhouse.co.uk

Karen Swindley – Chair of Trustees Karen.swindley@derianhouse.co.uk

Any handling of a complaint will be in line with CQC Regulation 20: Duty of Candour and Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Receiving and Acting on Complaints).

All complaints will be in accordance with the Principles of Good Complaint Handling by the Parliament and Health Service Ombudsman.