Compliments and Complaints

We aim to provide the highest standard 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.

Compliments and Complaints

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

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. Completed slips can be handed to a member of staff and at reception. You can also leave a comment on iWantGreatCare.

Compliments (or suggestions)
If you have any views or suggestions please complete a comments leaflet, which can also be found in the ward lounges, Pemberton Place, or in reception, or you can email us at, phone us on 01708 753319, or write to us at: Saint Francis Hospice, The Hall, Havering-atte-Bower, Romford, Essex, RM4 1QH.

Sometimes situations occur that cause concern and when they do, we would like to know. A complaint is an expression of dissatisfaction about a standard of
service. Complaints can be verbal or written and will be treated with equal
seriousness and will be dealt with in a swift, sensitive and effective manner.
Complainants have the right to confidentiality at all times.

What should I do first?
Ask to talk with the nurse / manager in charge who will try to deal with your concerns straight away.

After speaking to somebody, what can I do if I am still unhappy with the response to my complaint?
Write to the Chief Executive Officer at The Hospice or email to discuss your concerns further. Receipt of your verbal or written complaint will receive a written acknowledgement within three working days and you will be provided with a copy of our Comments, Compliments and Complaints leaflet. All concerns and complaints about the organisation will be responded to within 21 working days and any actions, practice or systems will be improved and developed accordingly.

What can I do if I am not happy with the outcome?
You have the right to appeal a complaint outcome within 21 working days
from the date of the complaint response. All appeals submitted within
21 days of the complaint response will be fully reviewed and carefully
considered. A response will be sent to the complainant within 21 working
days of the date of the appeal.

If you are unhappy with the investigation and outcome of your complaint
you can seek independent advice by contacting VoiceAbility NHS
Complaints Advocacy Service.

If you remain concerned you can contact the Parliamentary and Health Service

View the Saint Francis Hospice Supporter Charter.

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