Your Views

Saint Francis Hospice aims to provide the highest standards of care to patients, families and carers. We hope you will be happy with all aspects of our care and services and we welcome your views, comments and suggestions.

Comments

We are always interested to hear your views and if you have any comments or suggestions, please let us know by using the cut off slip in our leaflet or e-mail us. Completed slips can be handed to a member of staff at reception.

Complaints

Sometimes mistakes happen and, when they occur, we would like to know. If any aspect of your care gives you cause for dissatisfaction, please speak to us. All complaints are taken seriously and will be dealt with promptly, sympathetically and in complete confidence.

What should I do first?

Ask to talk with the nurse in charge who will try to deal with your concerns straight away.

What can I do if I am not happy with the response to my complaint?

Ask to see, or write to one of the hospice Directors or e-mail the registered manager to discuss your concerns further. Receipt of your complaint will be acknowledged within two working days by the appropriate Director/Deputy, unless a full reply can be sent within five working days. Alternatively, every endeavour will be made to investigate the complaint and provide a full response within twenty working days of receipt of the complaint. In cases where a more lengthy investigation is required, you will be kept updated on a fortnightly basis. On conclusion, you will be contacted and given a full report of the outcome of the investigation within five working days.

What can I do if I am unhappy with the outcome?

You can write to the Chairman of the hospice’s Council of Management who will arrange to meet with you. If you are still unhappy you can telephone or write to the Care Quality Commission

If you have any views or suggestions please complete a comments leaflet, which can be found in the ward lounges, the day care unit or in reception, or you can e-mail us, phone us on 01708 753319, or write to us at:

Saint Francis Hospice
The Hall
Havering-atte-Bower
Romford
Essex RM4 1QH

If you have a complaint about any aspect of our service please let us know as soon as you can so that we can try to resolve it.