St Giles Hospice Quality Account 2018/2019 St Giles Hospice 2018-19 Quality Account | Page 14

7. Complaints
We work hard to provide the highest standards
of care to patients and families. We believe any
concerns or complaints are an opportunity for us
to learn and improve and are addressed positively
and proactively.
There were eleven complaints during 2018/19
concerning care. None were upheld in full, seven
were partially upheld and four were not upheld.
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Emerging themes concerned communications
particularly focused on exploring and managing
the expectations of patients and families. Work
is being continued to address this and ensure a
consistent approach.