Tell us what you think How to comment, compliment or complain about the treatment or service you have received from Marie Curie Scotland Share your experience with us We hope you are satisfied with the service that you have received from Marie Curie Cancer Care. We know that sometimes small changes can make a big difference. We always welcome comments from patients and their families. If you have recent experience of our care, we would like to hear from you. Let us know if you have any suggestions that may help us to shape future services. To share your comment, compliment or suggestion, please get in touch with us: Phone: 0800 716 146 (9am – 5pm, Monday to Friday) Email: [email protected] You can also write to: Caroline Hamblett Director of Services Marie Curie Cancer Care 7th Floor, 89 Albert Embankment London SE1 7TP Spreading the word Are you particularly happy with the support you have received from Marie Curie Cancer Care? Then we would really like to hear your story. We want as many people as possible to know about our vital services. And the best way for us to do this is by inviting people like you to share your experiences. Your story can help us to encourage people to use our services or to support us. You can read stories by those who have been supported by our Marie Curie Nurses at: mariecurie.org.uk/nursingstories To share your story, please visit our website at: mariecurie.org.uk/mystory You can also write to: My story Case Study team Communications department Marie Curie Cancer Care 6th Floor, 89 Albert Embankment London SE1 7TP Making a complaint Although we work hard to offer high standards of service and care at all times, things can sometimes go wrong. If you are unhappy with the treatment or service you have received from us, please let us know. We will do all that we can to put things right for you and to make sure that the same thing doesn’t happen again. We view complaints as an opportunity to learn how we can improve. Should you find it necessary to make a complaint, please follow the steps below. Talking it through If you have a complaint about treatment or care, it is best to try and sort it out straight away. If you are an in-patient or visiting a patient, the best person to talk to is the nurse in charge of the ward. If you are an outpatient, please ask a member of staff at reception who you should talk to. If the care or treatment has been provided in your own home, please ring the number on the calling card the nurse has provided you with. You may wish to put your complaint in writing – either as a letter or email – to: Nichola Summers, Divisional General Manager Marie Curie Hospice, Glasgow Balornock Road Glasgow G21 3US Email: [email protected] What if I’m not satisfied? If you are not happy with the response you receive you can make a complaint in writing to: Dr Jane Collins Chief Executive Marie Curie Cancer Care 7th Floor, 89 Albert Embankment London SE1 7TP When we receive a written complaint we will write back to you within two working days to confirm we have received your letter. We will then ask a senior manager to look into your concerns. The manager may ask to meet you to discuss your concerns further. You can ask to meet with them if you think that it would be helpful. Your complaint will not be recorded in your medical notes and will not affect your future care in any way. We will always do our best to give you a full reply as quickly as possible. We aim to give a complete reply within 20 working days from the receipt of your complaint. If a delay occurs we will still write to you within 20 working days to update you on how the matter is progressing. Alternatively, you can contact the Care Inspectorate (if you are receiving care from the Marie Curie Nursing Service) or Healthcare Improvement Scotland (if you are receiving care from the Marie Curie Hospice) directly with any comments or complaints you may have – you do not necessarily need to follow the process outlined above. Charity reg no. 207994 (England & Wales), SCO38731 (Scotland) S171 However, it may take us longer to investigate your complaint fully, especially if the issues are complicated. The care the Marie Curie Nursing Service provides is regulated by the Care Inspectorate. If you feel that you would like to make a complaint you can contact: Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY Phone: 0845 600 9527 Email: [email protected] scswis.com The care we provide at the Marie Curie Hospice, Glasgow and the Marie Curie Hospice, Edinburgh is regulated by Healthcare Improvement Scotland. If you feel that you would like to make a complaint you can contact: Independent Healthcare Complaints Manager Healthcare Improvement Scotland Gyle Square 1 South Gyle Crescent Edinburgh EH12 9EB Phone: 0131 623 4300 Email: [email protected] mariecurie.org.uk