Compliments and Complaints

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 email us. Completed slips can be handed to a member of staff and at reception.

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

Complaints
Sometimes situations occur that cause concern and when they do, we would like to know. If any aspect of our service 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/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 or email one of the service directors or Chief Executive Officer to discuss your concerns further. Our email address is registeredmanager@sfh.org.uk. Receipt of your complaint will be acknowledged within three working days. Every endeavour will be made to investigate your complaint and provide a full response within 28 days of receipt of the complaint or a timescale agreed with you. In cases where a more lengthy investigation is required, a revised timescale will be agreed with you.

What can I do if I am not happy with the outcome?
You can write to the Chief Executive Officer or the hospice's Corporate Services Manager. If you are still unhappy you can contact the Care Quality Commission. If you are unhappy with the investigation and outcome, you can seek independent advice from VoiceAbility, NHS Complaint Advocacy Service.

If you remain concerned you can contact the Parliamentary and Health Service Ombudsman. If you have a complaint about any aspect of our service you can send us an email too.

View the Saint Francis Hospice Supporter Charter.

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