St Giles Hospice CQC Report 2017 St_Giles_Hospice_CQC_Report_2017 | Page 19

also showed how learning from complaints, together with any changes or improvements needed were
shared with board, senior management, staff and volunteers to help ensure they were consistently
understood and followed. Recent examples of improvements made from this included, improvements to
discharge planning and co-ordination and equipment used for people's care.
The provider's published Quality Account for 2015-16 included how they managed and responded to
complaints received about their care provision. This included a related assurance statement from local
health care commissioners and showed that St Giles hospice had robust systems to report, review and learn
from complaints and adverse feedback. A Quality Account is a report about the quality of services by a
health care provider. The reports are published annually by each provider, including the NHS and
independent sector, and are available to the public.
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